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17.7 References

William Band, “The Right CRM Metrics for Your Organization,” Forrester Research, October 1, 2007, (accessed June 24, 2010).

John Edwards, “Get It Together with Collaborative CRM,” InsideCRM, November 29, 2007, (accessed November 17, 2008).

“Meebo Launching Media-Enabled Chat Rooms,” 1b LiveBusiness, May 14, 2007, (accessed November 17, 2008).

Keith Regan, “Amazon Posts Profit, Makes Free Shipping Permanent,” E-Commerce Times, January 24, 2003, (accessed November 17, 2008).