7. Abbreviations and acronyms
CRM: customer relationship management
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Abbreviations and acronyms
Bibliography
Panorama des produits et conduite de projet CRM – LEFEBVRE, EYROLLES, 2000
Customer Relationship Management – Stanley A. BROWN, EYROLLES, 2001
Customer Relationship Management– F. JALLAT, PEARSON, 2018
ToolReference standards
Qualicert (certification)
NF Service Relation Client (label)
Social responsibility in customer relations (label)
ISO 18295 – Service requirements for customer contact centers (standard)
ISO 9001 (standard)
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