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Steve

Ulfelder

, “How to keep citizens satisfied-E Government” E- Governance, 2001.

Harish

Kotadia

, “CRM- A tool for profitability”, Business & Strategy, Aug. 2000.

Chodeswar

B.M.

, “CRM- A perspective”, Udyog pragati, July-Sept.2000.

Gupta

Jai. Dhar.

, “e-CRM”, Computerworld, Jan.2001.

“CRM Development Cycle”, Business & Strategy, Aug.2000, p.16.

Baark

Heeks

R.B

, “Donor funded information technology transfer projects” Information technology for development, 8(4), 185–197, 1999.

Richard

Heeks

, “Understanding e-Governance for Development”, published by, Institute for Development policy and Management, University of Manchester, 2001.