MLA
Mantrala, Murali K., et al. "The CRM Process and the Banking Industry: Insights from the Marketing Literature." Advances in Banking Technology and Management: Impacts of ICT and CRM, edited by Vadlamani Ravi, IGI Global, 2008, pp. 159-185. https://doi.org/10.4018/978-1-59904-675-4.ch010
APA
Mantrala, M. K., Kraft, M., Dong, B., & Raman, K. (2008). The CRM Process and the Banking Industry: Insights from the Marketing Literature. In V. Ravi (Ed.), Advances in Banking Technology and Management: Impacts of ICT and CRM (pp. 159-185). IGI Global. https://doi.org/10.4018/978-1-59904-675-4.ch010
Chicago
Mantrala, Murali K., et al. "The CRM Process and the Banking Industry: Insights from the Marketing Literature." In Advances in Banking Technology and Management: Impacts of ICT and CRM, edited by Vadlamani Ravi, 159-185. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-675-4.ch010
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