Acker, O., Gröne, F., Akkad, F., Pötscher, F. & Yazbek, R. (2011). Social CRM: How companies can link into the social web of consumers. Journal of Direct, Data and Digital Marketing Practice, 13(1): 3-10.
Askool, S. & Nakata, K. (2011). A conceptual model for acceptance of social CRM systems based on a scoping study. AI & Society, 26(3): 205-220.
Azizi, Sh. & Hossein Abadi, V. & Balaghi Inanlou, M. (2014). Segmentation of Internet Banking Users Based on Their Expectations with Data Mining Technique, Journal of Information Technology Management, 6(4),419-434.
Baird, C. H. & Parasnis, G. (2011). From social media to social customer relationship management. Strategy & Leadership, 39(5): 30-37.
Band, W. & Petouhoff, N. L. (2009). Topic overview: Social CRM goes mainstream. Future.Forrester Research Report, No 55884.
Chen, H. M. & Vargo, S. L. (2014). Rethinking Social CRM Design: A Service-Dominant Logic Perspective. In Handbook of Strategic e-Business Management (pp. 767-784). Springer Berlin Heidelberg.
Danesh Shahraki, A. & Davarpanah Jazi, M. (2009). Customer Relationship management in Iranian Electronic Banking Portals and offering Suitable solution to Improve informance,Sixth International Conference on Management, 16 June,Tehran.
Faase, R., Helms, R. & Spruit, M. (2011). Web 2.0 in the CRM domain: defining social CRM. International Journal of Electronic Customer Relationship Management, 5 (1): 1–22.
Fathian, M. & Hoseini, M. (2014). Investigate the effect of virtual communities on improving customer purchase behavior, Journal of Information Technology Management, 6(3),19-36.
Ghodsipour, H. (2013). Analytical hierarchy process, Amir Kabir University of Tehran, Tehran.
Greenberg, P. (2008). The impact of CRM 2.0 on customer insight. Journal of Business & Industrial Marketing, 25(6): 410-419.
Kaplan, A. M. & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of Social Media. Business horizons, 53(1): 59-68.
Lehmkuhl, T. & Jung, R. (2013). Towards Social CRM-Scoping the concept and guiding research, 26th Bled eConference 9-6-2013,Bled.
Mohammadi, Sh. & Alizadeh, S. (2014). Analyzing the problems of Ayande Bank With Data Mining Technique. Journal of Information Technology Management6(2),333-350
Mohan, S., Choi, E. & Min, D. (2008). Conceptual modeling of enterprise application system using social networking and Web 2.0 ‘social CRM system. Proceedings of the 2008 International Conference on Convergence and Hybrid Information Technology, pp.237–244, Busan, Korea.
Naderi Khorshidi, A. & Ghasemi Nezhad, Y. (2014). Checking Influencing indicators on Success approaches banking services In Ansar Bank. Journal of Information Technology Management, 6(3),487-504.
Ranjbarak, Gh. & Nayeb- zade, Sh. (2013).surveying and Ranking of CRM Dimension in Melli Bank of Yazd With FTOPSIS. Fourth International Conference on Marketing of banking services, 28-11-2013,Tehran.
Shimp, B. (2009). Social CRM. Say What? [online] Available at: http://allbizanswers.com/social-crm-say-what/ [Accessed: 3 April 2013].