[biblio0_107] Agarwal, A., Harding, D. and Schumacher, J. (2004) Organizing for CRM. McKinsey Quarterly, 3, 80–91.
[biblio0_108] Peppers, D. and Rogers, M. (1993) The one-to-one future. Currency Doubleday, New York.
[biblio0_109] Peppers, D., Rogers, M. and Dorf, B. (1999) Is your company ready for one-to-one marketing? Harvard Business Review, 77(1), 151–160.