منابع فارسی
1-امیری، یاسر(1388). بررسی کیفیت خدمات مدیریت ارتباط با مشتری و تدوین برنامه بهینه CRM در نظام بانکداری با استفاده از تکنیک TOPSIS (مطالعهموردی: بانک تجارت شیراز)، فصلنامه علمی-پژوهشی مدیریت صنعتی دانشگاه آزاد واحد سنندج، سال4، شماره10، 56-43.
2-خانلری، امیر (1385). ارائه مدلی مفهومی جهت سنجش بلوغ مدیریت ارتباط با مشتری در سازمانهای فناوری اطلاعات، پایان نامه کارشناسی ارشد دانشگاه تهران.
3-دهمرده، نظر، شهرکی، علیرضا و لکزایی، محمود(1389)، شناسایی و رتبه بندی عوامل تاثیرگذار در فرایند پیاده سازی سیستم مدیریت ارتباط با مشتری، فصلنامه علمی-پژوهشی مدیریت صنعتی دانشگاه آزاد واحد سنندج، سال5، شماره11، 100-91.
4-رنجبریان، بهرام(1378). بازاریابی و مدیریت بازار، چاپ اول، شرکت چاپ و نشر بازرگانی وابسته به مؤسسه مطالعات و پژوهشهای بازرگانی.
5-عباسی، محمدرضا و ترکمنی، محمد(1389). مدل نظری اجرای مدیریت ارتباط با مشتری (CRM)، بررسیهای بازرگانی، شماره 41.
منابع انگلیسی
1-Agarwal, A., Harding, D.P. and Schumacher, J.R. (2004), “Organizing for CRM”, McKinsey Quarterly, Vol. 3, pp. 80-91.
2-Azari, A.(2008), Assessment Of Factors Leading To Customer Relationship Management Success, MA Thesis, Lulea University Of Technology.
3-Bohling,T., Bowman, D., LaValle, S., Mittal, V., Narayandas, D., Ramani, G. and Varadarajan, R. (2006). "CRM Implementation: Effectiveness Issues and Insights.
4-Chen, Injazz J. (2003),Understanding Customer Relationship Management: People, Process And Technology / Injazz J. Chen, Karen Popovich //. Business Process Management Journal, 2003, Vol. 9, Issue 5, P. 672 – 688
5-Curry, A.(2004), Evaluating Crm To Contribute To Tqm Improvement – A Cross-Case Comparison / Curry A., Kkolou E. // The Tqm Magazine, 2004, Vol. 16, No. 5, P. 314 – 324.
6-Dyche´, J. (2002), The CRM Handbook: A Business Guide to Customer Relationship Management, Addison-Wesley, Upper Saddle River, NJ
7-Fox, T. and Stead, S. (2001), Customer Relationship Management: Delivering the Benefits, White Paper, CRM (UK) and SECOR Consulting, New Malden.
8-Ghodeswar, B.M. (2001), “Winning markets through effective customer relationship management”, in Sheth, J.N., Parvatiyar, A. and Shainesh, G. (Eds), Customer Relationship Management: Emerging Concepts, Tools and Applications, Tata McGraw-Hill, New Delhi, pp. 71-8.
9-Jain, D. and Singh, S.S. (2002), “Customer lifetime value research in marketing: a review and future directions”, Journal of Interactive Marketing, Vol. 16 No. 2, pp. 34-46.
10-Kim, Hyung-Su and Young-Gul Kim and Chan-Wook Park. (2010). "Integration of firm's resource and capability to implement enterprise CRM: A case study of a retail bank in Korea". Decision Support Systems 48, pp.313–322.
11-Lee, J., Chow, R., Sin, L. and Tse, A. (2000), “Relationship marketing: the Chinese way”, Business Horizon, Vol. 43 No. 1, pp. 16-24.
12-McGovern, T. and Panaro, J. (2004), “The human side of customer relationship management”, Benefits Quarterly, Vol. 20 No. 3, pp. 26-33
13-Nykamp, M. (2001), The Customer Differential: The Complete Guide to Implementing Customer Relationship Management, AMACOM, New York, NY.
15-Payne,A .&Frow,P. (2004). " The role of multi channel integration in customer relationshipmanagement", Industrial Marketing Management 33 , 527–538
16-Plakoyiannaki, E. (2005). "How Do Organisational Members Perceive CRM? Evidence from a U.K. Service Firm", Journal of Marketing Management, 21, 363-392.
17-Ryals, L. and Knox, S. (2001), “Cross-functional issues in the implementation of relationship marketing through customer relationship management”, European Management Journal, Vol. 19 No. 5, pp. 534-42.
18-Sigala, M. (2005), “Integrating Customer Relationship Management In Hotel Operations: Managerial And Operational Implications. International”, Journal Of Hospitality Management, Vol. 24, No.3, Pp. 391 – 413
19-Sin, L. Y. M., Tse, A. C. B., & Yim, F. H. K. (2005). CRM conceptualization and scale development". International of Journal ofMarketing, 39(11/12), 1264-1290
20-Stefanou, C., Sarmaniotis, C. and Stafyla, A. (2003), “CRM and customer-centric knowledge management: an empirical research”, Journal of Business Process Management, Vol. 9 No. 5, pp. 617-34.
21-Thompson,B. (2004)."Successful CRM:Turning Customer Loyalty in to Profitability on-line". Availabl:WWW.crmgurn.com.10 november 2004.
22-Wan, W., Luk, C. and Chow, C. (2005), “Customers’ adoption of banking channels in Hong Kong”, International Journal of Bank Marketing, Vol. 23 No. 3, pp. 255-72.
23-Wu Shwu-Ing, Pei-ChiLi. (2010). "The relationships between CRM, RQ, and CLV based on different hotel preferences". International Journal of Hospitality Management.
24-Xu,M.,&Walton,J.(2005).Gaining customer knowledge through analytical CRM. Industrial Management+DataSystems, 105(7), 955–972.
25-Zablah, A.R., Bellenger, D.N., Bellenger, D.N. and Johnston, W.J. (2004). "An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon", Industrial Marketing Management, 33, 475-489.