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Resources

Resources Books

Cross-Selling Success: A Rainmaker's Guide to Professional Account Development
By Ford Harding
Adams Media Corp., August 2002

Papers

"Customer Profitability Measurement and Management"
By Robert S. Kaplan and V.G. Narayanan
Harvard Business School, May 2001
www.acornsys.com/value/whitepapers/WP-CustomerProfitabilityMM.html

Web Sites

CRM Today

www.crm2day.com



This article was originally published on 07-01-2003
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