Managing Customer Experience and Relationships: A Strategic ...
Don Peppers
Shar VanBoskirk, “U.S. Interactive Marketing Forecast, 2009– 2014,” Forrester Research, Inc., July 6, 2009, p. 19; available at http://www.forrester.com, accessed September 1, 2010. VanBoskirk also noted, “By 2019, marketing leaders will ...