Clark, MoiraMcDonald, MalcolmSmith, Brian2018-08-222018-08-222002-12Clark M, McDonald M, Smith B. (2002) Achieving Excellence in Customer Relationship Management. Cranfield School of Managementhttp://dspace.lib.cranfield.ac.uk/handle/1826/13423This 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.enWorking Paper