1. BOOK BY: Himalaya Publishing-CRM,reprint 2013
2. http://www.rpgroup.org/system/files/An%20Overview%20of%20Customer%20Satisfaction%20Models.pdf
3. http://www.salesforce.com/uk/crm/what-is-crm.jsp
4. http://support.sugarcrm.com/01_Get_Started/01_End_Users/01_Free_Trial/02_Introduction_to_CRM/
5. http://www.netsuite.com/portal/products/netsuite/crm/marketing-automation/campaign.shtml
6. http://www.salesforce.com/uk/crm/what-is-crm.jsp
7. http://www.salesboom.com/products/intro-intro.html
8. http://www.informationbuilders.com/olap-online-analytical-processing-tools#sthash.2Vp6VlwJ.dpuf