TY  - BOOK
AU  - Foss,Bryan
AU  - Stone,Merlin
AU  - Foss,Bryan
TI  - The customer management scorecard: managing CRM for profit 
SN  - 0749438959
PY  - 2003///
CY  - London
PB  - Kogan Page
KW  - Customer relations
KW  - Management
N1  - Includes bibliographical references and index
ER  -