8John Hagerty.What comes after ERP, CRM, SCM?Try EPM: EPM systems provide broad vision Of day- to - day business processes and analytic insight. (Enterprise Performance Mahagement) . (EntelpriSe Resource Planning, CUStOmer Relationship Management and Supply Chain Management ) ,Cygnus BUSineSS Media, 2002.
9Fredehek. Newell.Why CRM Doesnt Work: HOW tO Win by Letting Customers Manag the Relarionship[ M ].B100mberg Press, 2003.
10Gemid Zaltman.HOW CustOmers Think: Essential Insights intO the Mind Of the Market[ M ] . Harvard BUSiness SCh001 Press, 2003.
