Foss, Bryan <br/><br/>
The customer management scorecard :  managing CRM for profit / 
Neil Woodcocks, Merlin Stone, Bryan Foss 
 - London :  Kogan Page,  2003 
 - xviii, 428 p. :  ill. ;  25cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>0749438959  RM328.59 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations--Management