1. Relationship marketing;Berry,1983
2. Pampers—relationship building using multiple channels;Boothby;Interactive Marketing,2003
3. Are you tough enough organisation to manage your channels;Bucklin;The McKinsey Quarterly,1996
4. Distributor power versus manufacturer power: The customer role;Butanay;Journal of Marketing,1988
5. The CRM value chain;Buttle;Marketing Business,2001