2023-09-27 22:00:00
Reference standards
Qualicert (certification)NF Customer Relations Service (label)Social responsibility of customer relations (label)ISO 18295 – Service requirements for customer contact centers (standard)ISO 9001 (standard)
Sites internet
This site provides relevant and frequently updated information on customer relationship management.
Bibliography
Overview of products and CRM project management – LEFEBVRE, EYROLLES, 2000
Customer relationship management – Stanley A. BROWN, EYROLLES, 2001
Customer relationship management – F. JALLAT, PEARSON, 2018
Abbreviations and acronyms
CRM : customer relationship management
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