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)