Customer Relationship Management: A Strategic Approach - Lakshman Jha - Google Books

http://books.google.de/books?id=NbnZwhUjlF0C&pg=PA165&lpg=PA165&dq=civicrm&source=bl&ots=AJBctXtrS5&sig=ArpHRQJpkJM1gGmhGy6LdrgB

A managers, whether brand-new to their postions or well established in the corporate hirearchy, can use a little brushing-up now and then. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one…