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	<title><![CDATA[american marketing association Resources | ZDNet]]></title>
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	<description><![CDATA[White papers, case studies, technical articles, and blog posts relating to american marketing association]]></description>
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		<title><![CDATA[Why Do Customer Relationship Management Applications Affect Customer Satisfaction?]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=277570]]></link>
		<description><![CDATA[The research discussed in this paper evaluates the effect of Customer Relationship Management CRM on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This...]]></description>
		<s:doctype><![CDATA[White papers]]></s:doctype>
		<pubDate>Sat, 01 Oct 2005 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/american+marketing+association.html"><![CDATA[American Marketing Association]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/crm.html"><![CDATA[CRM]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+knowledge.html"><![CDATA[Customer Knowledge]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/supply+chain+management+%2528scm%2529.html"><![CDATA[Supply Chain Management (SCM)]]></category>
		<category domain="http://updates.zdnet.com/tags/advertising+%2526+promotion.html"><![CDATA[Advertising & Promotion]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+relationship+management+%2528crm%2529.html"><![CDATA[Customer Relationship Management (CRM)]]></category>
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		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
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		<title><![CDATA[Strategic Firm Commitments and Rewards for Customer Relationship Management in Online Retailing]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=277609]]></link>
		<description><![CDATA[Academic studies offer a generally positive portrait of the effect of Customer Relationship Management CRM on firm performance, but practitioners question its value. The authors argue that a firm's strategic commitments may be an overlooked organizational factor that influences the rewards for a firm's investments in CRM. Using the context...]]></description>
		<s:doctype><![CDATA[White papers]]></s:doctype>
		<pubDate>Sat, 01 Oct 2005 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/american+marketing+association.html"><![CDATA[American Marketing Association]]></category>
		<category domain="http://updates.zdnet.com/tags/crm.html"><![CDATA[CRM]]></category>
		<category domain="http://updates.zdnet.com/tags/advertising+%2526+promotion.html"><![CDATA[Advertising & Promotion]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+relationship+management+%2528crm%2529.html"><![CDATA[Customer Relationship Management (CRM)]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
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