Vliet, Gerard van, CRM en Internet – Van e-commerce naar r-commerce, Samsom, 2000.
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Whiteley, Richard C., The Customer-Driven Company: Moving from Talk to Action, Addison-Wesley Publishing Company, Reading Massachusetts, 1991.
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
Searls, Doc, The Intention Economy – When Customers take Charge, Harvard Business Press, Boston, Massachusetts, 2012.
Rapp, Stan and Collins, The Great Marketing Turnaround, The Age of the Individual and How to Profit from It, Plume Books, Penguin, New York, 1992.
Vliet
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