3Paul Greenberg, Martha Rogers, Don Peppers. CRM at the Speed of Light, Capturing and Keeping Customers in Internet Real Time[M]. New York: McGraw-Hill, 2001.
4Bryan Bergeron. Essentials of CRM, A Guide to Customer Relationship Management[M]. New York: John Wiley & Sons, 2002.
5Gartner Group. Align Financial Services Analytics to Capture Wallet Share[N]. New York: New York Times, 29 October 2002.
6郭国庆.筑牢连接企业与市场的桥梁[N].人民日报, 2003-4-24(9).
7亚瑟．梅丹.金融服务营销学[M]．王松奇译.北京：中国金融出版社，2000
8Myron Heidingsfield. Market and Marketing Analysis[M].MC-Graw-Hill, 1998
