Leonard, Andrew, Bots: The origin of new species, First Edition, Hardwired, 1997.
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Whiteley, Richard C., The Customer-Driven Company: Moving from Talk to Action, Addison-Wesley Publishing Company, Reading Massachusetts, 1991.
Vliet, Gerard van, CRM en Internet – Van e-commerce naar r-commerce, Samsom, 2000.
Peppers, Don and Rogers, Martha, The One to One Future, Building Relationships One Customer at the Time, Bantam Doubleday Dell Publishing Group Inc., New York, 1993.
Engelen, J.M.L. van, De Afstemming van Informatiesystemen op Marketingstrategieen – een Systematisch Perspectief, Keikes, Diepenheim, 1989.
Newell, Frederick, Why CRM doesn’t work – How to win by letting customers manage the relationship, Kogan Page, London, 2003.
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