1. Alt, R./ Puschmann, T./ Österle, H. (2005): Erfolgsfaktoren im Customer Relationship Management, in: Zeitschrift für Betriebswirtschaft, 75. Jg., H.2, S. 185–208.
2. Anderson, E./ Fornell, C./ Lehmann, D. (1994): Customer Satisfaction, Market Share and Profitability. Findings from Sweden, in: Journal of Marketing, No. 3, pp. 53–66.
3. Bauer, H./ Grether, M. (2002): CRM — Mehr als nur Hard-und Software, in: Thexis, Nr. 1, S.6–9.
4. Bruhn, M. (2001): Relationship Marketing. Das Management von Kundenbeziehungen, München.
5. Diller, H. (2000): Customer Loyalty: Fata Morgana or Realistic Goal? Managing Relationships with Customers, in: Hennig-Thurau, T./ Hansen, U. (Eds.): Relationship Marketing: Gaining Competitive Advantage through Customer Retention, Berlin et al., pp. 29–48.