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CRM e-government services in the cloud

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[13] Sohrabi, Babak, Haghighi, Mohammad & Khanlari, Amir (2010): Customer relationship<br />

management maturity model (<strong>CRM</strong>3): A model for stepwise implementation.<br />

International Journal of Human Sciences. Vol.: 7, No.: (1), pp.: 1-20.<br />

[14] Stuart, David (2009): Social media metrics. Onl<strong>in</strong>e. Vol.: 33, No.: 6, pp.: 22-24.<br />

[15] Su, Chun-Hsien, Tsai, August & Hsu, Chu-L<strong>in</strong>g (2010): The TQM extension: Total<br />

customer relationship management. Total Quality Management. Vol.: 21, No.: 1, pp.: 79-<br />

92.<br />

[16] Thompson, Ed (2011): Gartner’s View: <strong>CRM</strong>. Gartner.<br />

[17] Wilde, Silvio (2011): Customer Knowledge Management: Improv<strong>in</strong>g Customer<br />

Relationship Through Knowledge Application. Berl<strong>in</strong> Heidelberg: Spr<strong>in</strong>ger.<br />

16

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