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17.7 References

William Band, “The Right CRM Metrics for Your Organization,” Forrester Research, October 1, 2007, https://www.salesforce.com/assets/pdf/analysts/forrester_rightcrm.pdf (accessed June 24, 2010).

John Edwards, “Get It Together with Collaborative CRM,” InsideCRM, November 29, 2007, http://www.insidecrm.com/features/collaborative-crm-112907 (accessed November 17, 2008).

“Meebo Launching Media-Enabled Chat Rooms,” 1b LiveBusiness, May 14, 2007, http://www.1ivebusiness.com/news/1850 (accessed November 17, 2008).

Keith Regan, “Amazon Posts Profit, Makes Free Shipping Permanent,” E-Commerce Times, January 24, 2003, http://www.crmbuyer.com/story/20562.html (accessed November 17, 2008).