Verduin, Ruud, Customer Relationship Management – Een inleiding, Samsom, Deventer, 1999.
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Wiersema, Fred, Customer Intimacy – Pick Your Partners, Shape Your Culture, Win Together, Harper Collins, 1997, London
Dyche, Jill, The CRM Handbook – A Business Guide to Customer Relationship Management, Addison Wesley, Boston, 2002.
Newell, Frederick, Why CRM doesn’t work – How to win by letting customers manage the relationship, Kogan Page, London, 2003.
Egan, John, Relationship Marketing – Exploring Relatinal Strategies in Marketing, Prentice Hall, Harlow, 2001.
Ahuja, Vandana and medury, Yajulu, “Corporate blogs as e-CRM tools – Building consumer engagement through content management”, Database Marketing & Customer Strategy Management, Vol. 17, No. 2, 2010, pp. 91-105.
Verduin
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