| Documents like reports or ebooks that I cam across during the research and that might be used or referenced in the thesis. Paul Greenbergs definition of CRM 2.0 (Take 2A, May 2008): CRM 2.0 is a philosophy & a business strategy, supported by a technology platform, business rules, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation. |
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