Browsing by Author "Smith, Brian"

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    Achieving Excellence in Customer Relationship Management
    (School of Management, Cranfield University, 2002-12) Clark, Moira; McDonald, Malcolm; Smith, Brian
    This report covers the work of the Cranfield CRM Research Formn for the first year of its operation Directed and funded by a group of organisations across many sectors, the goals of the Forum are to enable excellence in Customer Relationship Management (CRM) by defining and understanding this important management process.