CRM and Business Process Reengineering models

["Mihir Dhond"]

Dear all,
We are students trying to develop a Banking CRM(Customer relationship
management) system dynamics model and Business Process Reengineering models
using system dynamics.

We would be really grateful if anyone could guide us to the resources that
we can use for developing these models efficiently. The resources could be
in the form of existing models, or models covering a slightly different
area,research papers, relevant articles, books etc...anything that is
relevant for giving us some direction...

Best Regards,
Mihir Dhond