CRM e-government services in the cloud
CRM e-government services in the cloud
CRM e-government services in the cloud
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
[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