Building blocks of Customer Relationship Marketing -- The nature of Relationship Marketing (RM) and Customer Relationship Management (CRM) -- Building relationships -- Service issues in RM and CRM -- The markets of CRM -- Internal marketing -- One-to-one marketing and mass customisation -- Business-to-business (B2B) marketing -- Stakeholders in Relationship Marketing -- The management of CRM -- Planning a CRM strategy -- Implementing CRM in an organisation -- Technologies and metrics in CRM.