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Swift Ronald S. (2000), Accelerating Customer Relationships----Using CRM and Relationship Technologies. Prentice-Hall.
Customer Relationship Management

Don't get stuck in these customer satisfaction ruts. (2003) Report on Customer Relationship Management) Institute of Management & Administration, September 1. Retrieved July 9, 2004 from www.highbeam.com.
Customer Service

Srinivasan, S. (2004). Customer relationship management: its dimensions and effect on customer outcomes. Journal of Personal Selling and Sales Management, 9, p. 1-20.
Operations of K2 Skis

Don't get stuck in these customer satisfaction ruts. (2003) Report on Customer Relationship Management) Institute of Management & Administration, September 1.
"Irish Dude Ranch Vacations"

Stanley A. Brown(2000), Customer Relationship Management: A strategic Imperative in the world of e-Business. John Wiley & Sons Canada, Ltd.
Customer Relationship Management