"Classic" CRM is no longer viable - a one dimensional corporate interaction that provides processes, services and technology to the customer facing departments - sales, marketing and customer service. It is time to recognize that there is a customer ecosy
F. Dau. Proceedings of the 19th International Conference on Conceptual Structures (ICCS 2011), volume 6828 of Lecture Notes in Computer Science, page 1-18. Springer, (2011)