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.
Dyche, Jill, The CRM Handbook – A Business Guide to Customer Relationship Management, Addison Wesley, Boston, 2002.
Leonard, Andrew, Bots: The origin of new species, First Edition, Hardwired, 1997.
Wiersema, Fred, Customer Intimacy – Pick Your Partners, Shape Your Culture, Win Together, Harper Collins, 1997, London
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.
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