Leonard, Andrew, Bots: The origin of new species, First Edition, Hardwired, 1997.
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Dyche, Jill, The CRM Handbook – A Business Guide to Customer Relationship Management, Addison Wesley, Boston, 2002.
Peverelli, R.G., et al, De Marketeer in de wolken – Een andere kijk op marketing en informatietechnologie, Samsom BedrijfsInformatie, Alphen a/d Rijn, 1994
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.
Wiersema, Fred, Customer Intimacy – Pick Your Partners, Shape Your Culture, Win Together, Harper Collins, 1997, London
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