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11 :\= 1-pan,shan-linj,tan,chee-wee,lim,eric T.k.,2006 customer relationship management(crm)in e- govemment : a relational perspective source.decision support systems l volume 42,issue 1 page: M/ a9g =/P& H$/%"1'/$ 2- *'' '"1393 8'%5!F( 9% / F *'' ; > m%j >7<" /$ *'C H0 *J 1 Y"jJGY -3 4-smith, allen, 2006, CRM and customer service: strategic Asser or corporate overhead.handbook of business strategy, emerald group publishing ltd.pp zeithaml, V A, Service Quality, profitability, and the economic worth of Customer: what we know and what we need to learn. Journal of the academy of marketing science, vol.28, no.1, pp " *J (/ 9 " 7/ ' >'/& /$ *'C" ) 7<! %0' -6 7-Atruro j. Ferna ndez Gonzalez and j. Carlos rado pardo, 2007,"measurement and analysis of customer satisfaction: company practices in Spain and Portugal, international journal of productivity and performance management, vol.56 No.5/6,pp mithas, sunil, Krishnan, M.S., fornell, Claes Why Do Customer Relationship Management applications, journal of marketing, vol.69 (October2005), j.Dickie, 2000,, why CRM projects fail, tech. Rep. Available from: < Dziugas m., kuris V., 2004, the challenges of implementing the electronic customer relationship, Lappeenranta University of technology, lut.fi/kati/courses/09024pdf. 10- Gartner, Inc.2006.Gartner says worldwide CRM total software revenue increased14percent In 2005: pressrelease retrieved on mendoza,luis E,Marius,Alejandro,Perez,Maria,AnnaC.Griman,2007.critical success factors for a customer relationship management strategy,information And software technology Davenport, T.H., Harris, J.G.and kohli,a.k.,2001.how do they know their customers so well? 13-MiTslona Management Review 42(2), King,s.f.,@burgess, T.f.20070understandig success and failure in customer relationship. Management, Industrial Marketing Management (2007), doi: /j.indmarman

12 15- Dziugas, M.,Kirsi V.,2004,"The challenges of Implementing the electronic customer relationship ",Lappeenranta university of teachnology, 16-Mankoff, steve, 2008,"Ten Critical Success Factors for CRM:Lessons Learned from Successful Implementation". 17-Mendoza,Luis E.,Marius, Alejandro,perez,Maria,Anna C.Griman,2007.Critical Success factor for a customer relationship management strategy, Information and Software Technology Greenberg, p.2004.crm at the speed of light.3rd edition. Berkeley,McGraw-Hill. 19-Nguyen,ThuyUyen H.,sheriff joseph S.,Newby,Michael,2007,:strategies for successful CRM implementation " Information Management & Computer Security,Vol.15No.2,pp Gebert, H., M.,Kolbe,L.M and Brenner, W.,2003. Knowledge enabled customer relationship management. Journal of Knowledge Management 7 (5), Sin,Leo Yat- ming,tse,alan Ching-biu&Yim,Frederich Hong- Kit.2005.CRM: Conceptualization and Scale Development. European Journal of Marketing, vol.39 no.11/12,pp Zablah, R, Bellenger, N.johnston, j.2004.an evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon.industrial Marketing Management 33, , Elscvier Inc. 23-allen, Derek,r.,2005.customre satisfaction research management, Pearson power. 24-chen,i.,popovich, k.,2003.understanding customer relationship management : people, process and technology, Business process management journal,9(5) curry,Adrienne,Kkolou,Elena,2004,evaluating CRM to contribute to TQM improvement-acrosscase comparison, the TQM magazine, volume 16 number 5.pp Hammer.M, Stanton.s.a, (1994), Reengineering work: don t automate obliterate, Harvard business review,(68:4), Richards, Keith A. Jones, Eli, 2006 customer relationship management: Finding value drivers, Industrial Marketing. 29-Rigby,Darrell,Reichheld, Frederick,Schefter,phil,2002,Avoid four perils Harvard business Review,February,p four perils of CRM 12

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