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You will find FULL details of the coursework attached in the files. Please also take into consideration the marking scheme attached.
(References: for the first section please use the book Customer Relationship Management Concepts and Technologies by Francis Buttle (second edition) plus some articles; and for the second section use the book Sams Teach Yourself Microsoft Dynamics CRM 2011 by Anne Stanton and the book Microsoft Dynamics CRM Online 2011 Quick Reference by Kachinske, E., et al., (2011) and add a few articles.
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