References
- Anderson, S. (2006). Sanity check: On-demand or on-premise CRM, Destination CRM.com, Viepoint, available at: www.destinationcrm.com
- Beasty, C. (2007). Dirty little data secrets, Destination CRM.com, Feature, available at:www.destinationcrm-com
- Bohling, T., Bowman, D., LaValle, S., Mittal, V., Narayandas, D., Ramani, G. & Varadajan, R. (2006). CRM Implementation: Effectiveness Issues and Insights, Journal of Service Research, 9 (2): 184-94.10.1177/1094670506293573
- Bolton, M., (2004). Customer centric business processing, International Journal of Productivity and Performance Management, 53 (1): 44-51.
- Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation, Business Process Management Journal, 9 (5): 592-60210.1108/14637150310496703
- Chang, J., Yen, D. C., Young, D., & Ku, C.-Y. (2002). Critical issues in CRM adoption and implementation, International Journal of Services Technology and Management, 3 (3): 311-324.
- Chao, C., Jen, W. Y. Chi, Y. P., & Lin, B. (2007). Determining technology trends and forecasts of CRM through a historical review and bibliometric analysis of data from 1991 to 2005, International Journal of Management and Enterprise Development, 4 (4): 415 - 27.
- Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM): People, processes and technology, Business Process Management Journal, 9 (5): 672-88.10.1108/14637150310496758
- Choy, K. L., Fan, K. K., & Lo, V. (2003). Development of an intelligent customer-supplier relationship management system: the application of case-based reasoning, Industrial Management & Data Systems, 103 (4): 263-74.10.1108/02635570310470665
- Crocket, B., & Reed, K. (2003). The foundation of insight: three approaches to customer-centric understanding, The Ultimate CRM Handbook, McGraw-Hill, New York
- Curry, A., & Kholou, E. (2004). Evaluating CRM to contribute to TQM improvement - a cross-case comparison, The TQM Magazine, 16 (5): 314-24.
- Dickie, J. (2000). Why CRM projects fail, available at: www.firstwave.net
- Galbreath, J., & Rogers, T. (1999). Customer relationship leadership, TQM Magazine, 11 (3): 161-71.
- Giga (2001). Seven out of ten CRM projects fail, Computing, 16 August, p. 27
- Girishankar, S. (2000). Companies want CRM tools to manage business relationships, Information Week, 17 April, p. 65
- Gummesson, E. (2002). Relationship marketing in the new economy, Journal of Relationship Marketing, 1 (1): 37-57.
- Gupta, M. P. & Shukla, S. (2002). Learnings from Customer Relationship Management (CRM) Implementation in a Bank, Global Business Review, 3 (1): 99-122.10.1177/097215090200300107
- Harvey, D. (2001). Tougher times ahead, Conspectus - The IT report for Directors and decision Makers, October, pp. 38-9
- Heinrich, B. (2005). Tranforming strategic goals of CRM into process goals and activites, Business Process Management Journal, 11 (6): 709-23.10.1108/14637150510630873
- Henneberg, S. C. (2006). An exploratory analysis of CRM implementation models, Journal of Relationship Marketing, 4 (3&4): 85-104.
- Kevork, E. K., & Vrechopoulos, A. P. (2009). CRM literature: conceptual and functional insights by keyword analysis. Marketing Intelligence & Planning, 27 (1): 48-85.
- Kincaid, J. W. (2003). Customer Relationship Management: Getting it Right! Prentice-Hall PTR, Upper Saddle River, NJ
- Kotorov, R. (2003). Customer relationship management: strategic lessons and future directions, Business Process Management Journal, 9 (5): 566-71.10.1108/14637150310496686
- Kumar, V., & Reinartz, W. (2006). Customer Relationship Management: A Databased Approach, New York: John Wiley.
- Levine, S. (2000). The rise of CRM, America's Network, 104 (6): 34.
- Light, B. (2001). A review of the issues associated with customer relationship management systems, in Proceedings of the 9th European Conference on Information Systems, pp. 1232-41.
- Lindgreen, A. (2004). The design, implementation and monitoring of a CRM implementation: a case study, Marketing Intelligence & Planning, 22 (2): 160-86.10.1108/02634500410525841
- Lipka, S. E. (2006). Twelve steps to CRM without eating an elephant, Handbook of business strategy, pp. 95-100
- Mguyen, T.-U. H., Sherif, J. S., & Newby, M. (2007). Strategies for successful CRM implementation, Information Management & Computer Security, 15 (2): 102-15.
- Mitussis, D., O'Malley, L., & Patterson, M. (2006). Mapping the re-engagement of CRM with relationship marketing, European journal of Marketing, 40 (5/6): 572-89.10.1108/03090560610657840
- Newell, F. (2000). Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing, McGraw-Hill, New York, NY.
- Osarenkhoe, A., & Bennani, A.-E. (2007). An exploratory study of implementation of customer relationship management strategy, Business Process Management Journal, 13 (1): 139-64.10.1108/14637150710721177
- Parvatiyar, A., & Sheth, J. N. (2000). The domain and conceptual foundations of relationship marketing, in Sheth, J. N. and Parvatiyar, A. (Eds), Handbook of Relationship Marketing: Emerging Concepts, Tools and Applications, Tata McGraw-Hill, New Delhi, pp. 3-25
- Pinto, J. K., & Slevin, D. P. (1987). Critical factors in successful project implementation, IEEE Transactions on Engineering Management, 34 (1): 22-7.10.1109/TEM.1987.6498856
- Ramaseshan, B., Bejou, D., Jain, S. C., Mason, C., Pancras, J. (2006) Issues and Perspectives in Global Relationship Management, Journal of Service Research, 9 (2): 195-207.10.1177/1094670506293574
- Rowley, J. (2002). Eight questions for customer knowledge management in e-business, Journal of Knowledge Management, 6 (5): 500-11.
- Sandoe, K., Corbitt, G., & Boykin, R. (2001). Enterprise Integration. John Wiley & Sons, New York.
- Sanolabor (2006a). Record of constitution of Sanolabor project team, Sanolabor, Ljubljana.
- Sanolabor (2006b). Record of technical mistakes, Sanolabor, Ljubljana.
- Sanolabor (2006c). Record of project manager education efficiency, Sanolabor, Ljubljana.
- Sanolabor (2006d). Record of project meetings, Sanolabor, Ljubljana.
- Sanolabor (2006e). Record of software supplier education efficiency, Sanolabor, Ljubljana.
- Sanolabor (2007a). Instructions for input and treatment of market opportunities in CRM, Sanolabor, Ljubljana.
- Sanolabor (2007b). Instructions for input and updating of companies data and contacts in CRM, Sanolabor, Ljubljana.
- Sanolabor (2007c). Instructions for the planning of meetings / activities and reporting in CRM, Sanolabor, Ljubljana.
- Silverman, D. (1998). Qualitative research: meanings or practices? Information Systems Journal, 8 (1): 3-20.10.1046/j.1365-2575.1998.00002.x
- Sin, L. Y. M., Tse, A. C. B., & Yim, F. K. (2005). CRM: conceptualization and scale development, European Journal of Marketing, 39 (11/12): 1264-90.
- Smith, A. (2006). CRM and customer service: strategic asset or corporate overhead? Handbook of business strategy, pp. 87-93
- Strauss, J., El-Ansary, A., & Frost, R. (2003). E-marketing. Prentice Hall Edition, New Jersey.
- Vodušek, T. (2006). Avtenta: CRM Project portfolio, Ljubljana.
- Zimmer, J. (2006). Be ready to take the heat, Destination CRM.com, Viewpoint, avaliable at:www.destinationcrm.com
- Zineldin, M. (2006). The royalty of loyalty: CRM, quality and retention, Journal of Consumer Marketing, 23 (7): 430-37.10.1108/07363760610712975
- Žmauc, D. (2006). Avtenta: Microsoft CRM 3.0 Uporabniška navodila za Sanolabor, Ljubljana.
- Xu, M., & Walton, J. (2005). Gaining customer knowledge through analytical CRM, Industrial Management and Data Systems, 105 (7): 955-71.
- Yin, R. K. (1994). Case study research: Design and methods. SAGE Publications, Thousand Oaks.