1Khanna,S.Measuring the CRM ROI:Show them benefits[EB/OL].[2005].www.crm-forum.com.
2Hobby,J.Looking after the one who matters[J].Accountancy Age,1999,10(28):28-30.
3Smith,K.Getting payback from CRM[EB/OL].[2001-11].Webcast on CRM Guru.com.
4Forrester Research.Customer application servers[R].Forrester research report,2001-12.
5Bucklin,C.B.,Defalco,S.D.,DeVincentis,J.R.,& Levis,J.P.Are you tough enough organisation to manage your channels[J].The McKinsey Quarterly,1996(1):106.
8Scott A Neslina, Venkatesh Shankarb. Key issues in multichannelcustomer management: current knowledge and future directions[J]. Journal of Interactive Marketing, 2009 ,(23) : 70-81.
