Verduin, Ruud, Customer Relationship Management – Een inleiding, Samsom, Deventer, 1999.
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Leonard, Andrew, Bots: The origin of new species, First Edition, Hardwired, 1997.
Dyche, Jill, The CRM Handbook – A Business Guide to Customer Relationship Management, Addison Wesley, Boston, 2002.
Wiersema, Fred, Customer Intimacy – Pick Your Partners, Shape Your Culture, Win Together, Harper Collins, 1997, London
Egan, John, Relationship Marketing – Exploring Relatinal Strategies in Marketing, Prentice Hall, Harlow, 2001.
Vliet, Gerard van, CRM en Internet – Van e-commerce naar r-commerce, Samsom, 2000.
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