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Collaboration in CRM - potentials and challenges of an individualization based approach. (Kracklauer, A., Mills Q., & Seifert D., Ed.).Collaborative Customer Relationship Management. Taking CRM to the Next Level. S. 109––132.(2003).
Building customer loyalty with collaboration nets - four models of individualization based CCRM. (Kracklauer, A. H., Mills D. Q., & Seifert D., Ed.).Collaborative Customer Relationship Management, Taking CRM to the Next Level. S. 133––154.(2003).