Verduin, Ruud, Customer Relationship Management – Een inleiding, Samsom, Deventer, 1999.
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Newell, Frederick, Why CRM doesn’t work – How to win by letting customers manage the relationship, Kogan Page, London, 2003.
Seybold, Patricia B., Marshak, Ronni T. and Lewis, Jeffrey M., The Customer Revolution – How to Thrive When Customers are in Control, Crown Business, New York, 2001.
Dyche, Jill, The CRM Handbook – A Business Guide to Customer Relationship Management, Addison Wesley, Boston, 2002.
Vliet, Gerard van, CRM en Internet – Van e-commerce naar r-commerce, Samsom, 2000.
Whiteley, Richard C., The Customer-Driven Company: Moving from Talk to Action, Addison-Wesley Publishing Company, Reading Massachusetts, 1991.
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