1. 1. – Dessler ↑

1. 1. – Cost ↑

1. 1. – Lowin ↑

1. 1. -Leveler ↑

1. 1. – Meals ↑

1. 1. – Verter ↑

1. 1. – Walton ↑

1. 1. . Customer Relationship Management ↑

1. 1. . Ngai ↑

1. 1. – Information Technology ↑

1. 1. – Ngai et al ↑

1. 1. -Customer Retention ↑

1. 1. -One-to-one Marketing ↑

1. 1. -Loyalty Programs ↑

1. 1. – Complaints Management ↑

1. 1. – Chen & et al ↑

1. 1. -Olafsson & et al ↑

1. 1. – Mass Marketing ↑

1. 1. -Forward Looking ↑

1. 1. -Sun & et al ↑

1. 1. -T homposon ↑

1. 1. – Ryals & Knox ↑

1. 1. -Day and Van Den Bulte ↑

1. 1. -Lawson-Body& Limayem ↑

1. 1. – Customer ↑

1. 1. -Relationship ↑

1. 1. – Management ↑

1. 1. -Gray& Byun. ↑

1. 1. – Ko &. Woo ↑

1. 1. -Customer Relationship Management ↑

1. 1. –Bohling et al ↑

1. 1. – Reddick ↑

1. 1. -Sales Force Automation(SFA) ↑

1. 1. -Customer Services(CS) ↑

1. 1. -Sales and Marketing management:(SMM ↑

1. 1. Contact and activity Management ↑

1. 1. -Jellasi & Endres ↑

1. 1. – Kim, eta ↑

1. 1. -Information System=(IS ↑

1. 1. -Turban, et al ↑

1. 1. -Devenport ↑

1. 1. -Accenture ↑

1. 1. -Lindgreen & Antivco ↑

1. 1. – Trepper ↑

1. 1. –Operational ↑

1. 1. –Analytional ↑

1. 1. – Collaborative ↑

1. 1. –Hedlund & Ingman ↑

1. 1. –Mendoza et al ↑

1. 1. –Bohling et al ↑

1. 1. –Lingreen ↑

1. 1. –Reynolds ↑

1. 1. –Ranjan &Bhatnagar ↑

1. 1. –Zairi ↑

1. 1. – Chen &Popovich ↑

1. 1. – Rigby ↑

1. 1. – Sin .et al ↑

1. 1. -Customer Profitability Analysis vs. Customer Lifetime Value ↑

1. 1. -Gupta & Lehmann ↑

1. 1. -Hadden et al ↑

1. 1. – Gilbert & Karen ↑

1. 1. -Automatic Teller Machine ↑

1. 1. -Ijaz ↑

1. 1. -Drucker Peter ↑

1. 1. -Gartner Group ↑

1. 1. -Burnett ↑

1. 1. – Newell ↑