Bibliografia Detalhada

Handbook of CRM: Achieving Excellence in Customer Management.
Payne, A.
Burlington, MA: Butterworth Heinemann. 438 p.
(2006)

Managing Customer Relationships: A Strategic Framework.
Peppers, D. and Rogers, M.
Hoboken, NJ: Wiley. 528p.
(2004)

Customer Relationship Management: Concepts and Tools.
Buttle, Francis.
Elsevier, 360p.
(2004)
(Bibliografia Opcional)