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Bibliography  Accenture (2007), Customer Relationship Management—Today and Tomorrow, [online]

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f00=text&frm=smp.x&hitsPerPage=10&layout=document&p00=CRM+&sch=%A0 %A0%A0%A0%A0Search%A0%A0%A0%A0%A0&sortBy=score&sortOrder=desc [Accessed 29th Oct, 2014].  Bobinski. S (2004), The importance of customer opinion [online] Available at:

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 Osarenkhoe et al. (2007) ―An Exploratory Study of Implementation of CRM‖, Business Process Management Journal, Vol. 13 No 1, pp. 139-164.  Osarenkhoe, A. and Bennani, A.E. (2007), ‗An exploratory study of implementation of CRM strategy‘ Analytical and Theoretical Framework, Vol.13 No. 1: pp. 139-164, [online]

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 Paul N. Hague, P., Nick Hague, N., & Morgan, A. C.(2004) Market Research in Practice: A Guide to the Basics (Market Research in Practice). London: Kogan Page Limited.  Payne, A. (2006) Handbook of CRM: Achieving Excellence Through Customer Management. Oxford: Butterworth-Heinemann  Peasnel, K.V. and Ward, C.W.R. (1985), British financial markets and institutions, Great Britain: Prantice Hall international.  Peel, J. (2002), CRM : redefining customer relationship management, Oxford: Digital  Peelen, E. (2005), Customer Relationship Management, Harlow, Essex: Pearson Education Limited.  Peelen, E. (2005, citing Metagroep, 2000), Customer Relationship Management, Harlow, Essex: Pearson Education Limited.  Peppard, J. (2004), Customer relationship management (CRM) in financial services, Vol.

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 Smith (2007) CRM Training- Customer Relationship Management Consultant, [online] Available at: , [Accessed on 17th Nov, 2014].  Stiles, J. (2003) ‗A Philosophical Justification for a Realist Approach‘ Qualitative Market Research: An International journal‘, Volume 6, Number 04.  Thompson, J. and Martin, F. (2005) Strategic Management. 5th Edition. London: Thomson Learning.  Wagner, E. and Hansen, E. (2004), "A method for identifying and assessing key customer group needs", Industrial Marketing Management, vol. 33, no. 7, pp. 643655.  L. Ang and F. Buttle, ―Customer development strategies for exceeding expectations – An exploratory study,‖ J. Database Mark. Custom. Strat. Manag., vol. 16, pp.267-275, October 2009.  A. Beldi, W. Cheffi, and P. Dey, ―Managing customer relationship management projects: The case of a large French telecommunications company,‖ Intern. J. Proj. Manag., vol.28, pp.339-351, May 2010.  W. Boulding, R. Staelin, M. Ehret, and W. Johnston, ―A customer relationship management roadmap: What is known, Potential Pitfalls, and Where to Go,‖ J. Mark., vol. 69, pp.155-166, October 2005.  H. Cailleux, C. Mignot, and J. Kapferer, ―Is CRM for luxury brands?‖ J. Brand Mang., vol. 16, pp. 406-412, October 2009.  Y. Cao and T. S. Gruca, ―Reducing adverse selection through customer relationship management,‖ J. Mark., vol.69, pp.219-229, October 2005.  D. Elmuti, H. Jia and D. Gray, ―Customer relationship management strategic application and organizational effectiveness: An empirical investigation,‖ J. Strat. Mark., vol. 17, pp.75-96, February 2009.  C. Homburg, M. Droll, and D. Totzek, ―Customer prioritization: Does it pay off, and how should it be Implemented? J. Mark. Vol. 72, pp. 110-130, September 2008.  M. Johnson and F. Selnes, ―Customer portfolio management: Toward a dynamic theory of exchange relationships,‖ J. Mark., vol. 68, pp. 1-17, April 2004.  K. Keller. ―Conceptualizing, measuring, and managing customer-based brand equity,‖ J. Mark., vol. 57, pp. 1-22, 1993.  A. Krasnikov, S. Jayachandran, and V. Kumar, ―The impact of customer relationship management implementation on cost and profit efficiencies: Evidence from the U.S. commercial banking industry,‖ J. Mark., vol. 73, pp. 61-76, October 2009.

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 R. Leszinski,. Weber, R. Raganoni, and T. Baumgartner, ―Profits in Your Backyard‖, McKinsey Quart., 4, pp. 118-127, 1995.  M. Lewis, ―Incorporating strategic consumer behavior into customer valuation,‖ J. Mark., vol. 69, pp. 230-238, October 2005.  S. Maklan, S. Knox, L. Ryals, ―New trends in innovation and customer relationship management: A challenge for market researchers,‖ Intern. J. Mark. Res. Vol. 50, pp. 221-240, May 2007.  S. Mithas, M. Krishnan, and C. Fornell, ―Why do customer relationship management applications affect customer satisfaction?‖ J. Mark., vol. 69, pp. 201-209, October 2005.  A. Payne and P. Frow, ―A strategic framework for customer relationship management,‖ J. Mark., vol. 69, pp. 167-176, October 2005.  E. Peelen, K. van Montfort, R. Beltman, and A. Klerkx, ―An empirical study into the foundations of CRM success,‖ J. Strategic Mark., vol. 17, pp. 453-471, December 2009MBA Dissertation  Schmitt, B. 2010, Experience Marketing: Concepts, Frameworks and Consumer Insights, Foundations and Trends® in Marketing 5(2): 55–112. http://dx.doi.org/10.1561/1700000027  Smilansky, S. 2009. Experiential Marketing: A Practi-cal Guide to Interactive Brand Experiences. Kogan Page, London, UK.  You–Ming, C. 2010, Study on the Impacts of Experien-tial Marketing and Customers´ Satisfaction Based on Relationship Quality, International Journal of Or-ganizational Innovation 3(1): 189–209.

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Appendix:

1

B2C

Business to Customer

BBC

British Broadcasting Channel

CRM

Customer Relationship Management

CNN

Cable News Network

E-Business

Electronic Business

ERP

Enterprise Resource Planning

MBA

Masters in Business Administration

MRP

Materials Required Planning

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Portable Document Format

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