TY  - BOOK
AU  - Foss,Bryan
AU  - Stone,Merlin
TI  - CRM in financial services: a practical guide to making customer relationship management work 
SN  - 0749436964
PY  - 2002///
CY  - London
PB  - Kogan Page
KW  - Financial services industry
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -