TY - JOUR TI - Understanding Customer Relationship Management (CRM) U1 - Recommended JF - Business Process Management Journal AU - Chen, Injazz J. AU - Popovich, Karen DO - 10.1108/14637150310496758 PY - 2003 EP - 688 SP - 672 SN - 1463-7154 IS - 5 VL - 9 ER -