Customer relationship management : the foundation of contemporary marketing strategy CRM theory and development Introduction to customer relationship management The history and development of CRM Relationship marketing and CRM Organization and CRM Data management and technology CRM and data management Technology and data platforms Database and customer data development Marketing strategy Business to business CRM Understanding the customer company profit chain : satisfaction loyalty retention and profits The CRM strategy cycle : acquisition retention and win back Privacy and ethics considerations CRM evaluation CRM program measurement and tools CRM new horizons Social networking and CRM CRM trends challenges and opportunities