1Jennifer E Rowley.Reflections on Customer Knowledge Management in e-business.Qualitative Market Research,2002;5(4)
2John Chmaj.Optimizing Knowledge Resources to Drive Customer Value.Customer Interaction Solutions,2004;23(2)
3L Fashey,R Srivastava,J S Sharon,D E Smith.Linking e-business and Perating Processes:The Role of Knowledge Management.IBM System Journal,2001;40(4)
4Nicholas C Romano,Jerry Fjermestad.Electronic Commerce Customer Relationship Management:A Research Agenda.Information Technology and Management; Apr-Jul 2003;4(2-3)
9[3]Romano N C. Customer relationship management research: an assessment of sub field development and maturity[A]. Proceedings of the 34th Hawaii International Conference on System Sciences[C]. Maui: IEEE, 2001.168-188.
10[4]Berson A, Stephen S, Kurt T. 构建面向CRM的数据挖掘应用[M]. 贺奇译. 北京: 人民邮电出版社, 2001.118-135.(Berson A, Stephen S, Kurt T. Building data mining application for CRM[M]. Translated by He Q. Beijing: Publishing House of People's Posts and Telecommunications, 2001.118-135.)
