@incollection{,
	
					
					
					5746258CCEA3317174925AC309CD9D22
				,
	author={{Vijay PalDhaka} and {Jaipur National University}},
	journal={{Global Journal of Computer Science and Technology}},
	journal={{GJCST}}0975-41720975-435010.34257/gjcst,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1462528
}

@incollection{b0,
	
	
		,
	title={{Understanding customer relationship management (CRM) People, process and technology}}
		,
	author={{
			JInjazz
		} and {
			KarenChen
		} and {
			Popovich
		}}
		
		
	
	
		,
	journal={{Business Process Management Journal}}
		
			9
			5
			
			,
	year={2003}
		
	

}

@incollection{b1,
	
	
		,
	title={{Factors Associated with Success and Failures in CRM}}
		,
	author={{
			Dr
		} and {
			JJayam
		} and {
			Radha
		}}
		
		
	
	
		,
	journal={{International Journal of Advance Research in Computer Science and Management Studies}}
		2321-7782
		
			1
			6
			,
	year={November 2013}
		
	

}

@incollection{b2,
	
	
		,
	author={{
			Nastaran Mohammadhossein
		} and {
			Dr
		} and {
			Nor Hidayati
		} and {
			Zakaria
		}}
		
		
		
	
	
		,
	booktitle={{CRM Benefits for Customers: Literature Review}}
				
			,
	year={2005-2012. November-December 2012}
			2
			
		
	

}

@incollection{b3,
	
	
		,
	title={{A Successful CRM Implementation Project in a Service Company: Case Study}}
		,
	author={{
			FrankaPiskar
		} and {
			ArmandFaganel
		}}
		
		10.2478/v10051-009-0017-y
	
	
		,
	journal={{Organizacija}}
		
			42
			5
			,
	year={September-October 2009}
		
	

}

@book{b4,
	
	
		,
	title={{}}
		,
	author={{
			BThompson
		}}
		
			,
	year={2002. 2004}
		
	
	,
	note={what is CRM? www.crmguru.com (viewed 11 February}

}

@incollection{b5,
	
	
		,
	title={{Advancing CRM Initiatives with Knowledge Management}}
		,
	author={{
			HaraldSalomann
		} and {
			MalteDous
		} and {
			LutzKolbe
		} and {
			WalterBrenner
		}}
		
		
		
	
	
		,
	journal={{Journal of Information Science and The Technology}}
		
			3
			2
			,
	year={2006}
		
	
	,
	note={JIST}

}

@incollection{b6,
	
	
		,
	title={{The Customer Relationship Management in Terms of Business Practice in Slovakia}}
		,
	author={{
			JanaUrdzikova
		} and {
			MartinaJakabova
		} and {
			SebastianSaniuk
		}}
		
		
	
	
		,
	journal={{Research Papers Faculty of Materials Science and Technology}}
		
			,
	year={2012}
		
	

}

@incollection{b7,
	
	
		,
	title={{Critical Factors and Benefits in the Implementation of Customer Relationship Management}}
		,
	author={{
			ChangHsin Hsin
		}}
	
	
		,
	booktitle={{Total Quality Management}}
				
			,
	year={July 2007}
			18
			
		
	

}