4 1 10 concept,strategy and tools Kumar, V. Additional Author Reinartz, Werner Additional Author mixed material 9783642201301 New York Springer 2012 social CRM strategies, tools, and techniques for engaging your costumer Greenberg, Paul Additional Author mixed material 9780071590457 New York McGraw-Hill 2009 5 principles for connecting with your customers, your products, and your people Michelli, Joseph A. Additional Author mixed material 9780071801256 New York McGraw-Hill 2014 how to revolutionize customer and employee engagement with Big Data and Gamification Paharia, Rajat Additional Author mixed material 9780071813372 New York McGraw-Hill 2013