TY  - BOOK
ED  - Harvard Business School Press
TI  - Harvard business review on customer relationship management
T2  - A Harvard business review paperback
SN  - 1578516994 (alk. paper)
PY  - 2001///
CY  - Boston
PB  - Harvard Business School Press
KW  - Customer relations
KW  - Management
N1  - Includes bibliographical references and index
ER  -