Goon, Tuck Choy and Ian, Chai (2004) Knowledge – Driven CRM: Issues and challenges. In: Knowledge Management International Conference and Exhibition 2004 (KMICE 2004), 14-15 February 2004, Evergreen Laurel Hotel, Penang.

Goon, Tuck Choy and Ian, Chai (2004) A framework for knowledge – Driven CRM. In: Knowledge Management International Conference and Exhibition 2004 (KMICE 2004), 14-15 February 2004, Evergreen Laurel Hotel, Penang.