E-book

State of customer relationship management [electronic resource] : the Canadian report 2010.

Record details

ISBN: 9781100168302 (electronic bk.)
Physical Description: 1 electronic text (24 p.) : col. ill., col. map, digital file.
Publisher: [Ottawa, Ont.] : Industry Canada, [2010]

General Note:	"IC# 60815."--P. [2]. "Industry Canada has partnered with Canadian Manufacturers and Exporters (CME), Canadian Services Coalition (CSC) an affiliate of the Canadian Chamber of Commerce (CCC), Canadian Advanced Technology Alliance (CATA), and the Program for International Competitiveness at McGill University's Desautels Faculty of Management to review this valuable core business function"--Highlights. Issued as part of the desLibris documents collection.
Bibliography, etc. Note:	Includes bibliographical references (p. 24).
Formatted Contents Note:	Background -- Customer relationship management investment -- CRM investment volume -- CRM investment intensity -- CRM investment trends -- Outsourced CRM investment forecast -- Customer relationship management service industry -- Geographic concentration of CRM -- Marketing services sector profile -- Customer relationship management employment and skills -- Customer relationship management innovation -- Global value chain integration of CRM technology -- Outsourcing CRM technology functions -- Best-in-class analysis -- CRM performance measurement -- CRM business development technology adoption -- CRM organizational and knowledge processes -- Final remarks -- Annex I. Tables -- CRM investment -- CRM technology adoption -- Annex II. Definitions -- References.
System Details Note:	Mode of access: World Wide Web.