Siebel (now Oracle) has some useful white papers on the subject on its Web site. I would also be happy to send you the chapter of my book, CRM at the Speed of Light, 3rd Edition on PRM, which covers both the strategic aspects, the features and functions and the players as of 2004, most of whom are no longer there. If you are interested, feel free to contact me for the chapter at email@example.com and I will be happy to send it at no cost.
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