1. Avanade: Coleman Parkes Research. CRM and Social Media: Creating Deeper Customer Relationships (2008)
2. CA Whitepaper, IT Strategic Planning for SMEs
3. http://www.cica.ca/research-and-guidance/it-advisorycommittee/publications/item36287.pdf
4. Carrera, P., et al.: MySpace, My Friends, My Customers. In: O’Connor, P., Höpken, W., Gretzel, U. (eds.) Information and Communication Technologies in Tourism 2008, pp. 94–105. Springer Wein, New York (2008)
5. Chess Media Group, Guide to Understanding Social CRM,
http://www.e2conf.com/downloads/SocialCRM-whitepaper.pdf