TY  - BOOK
ED  - Harvard Business School.
TI  - Harvard business review on customer relationship management
T2  - A Harvard business review paperback
SN  - 1578516994 (alk. paper)
U1  - 658.812 
PY  - 2001///
CY  - Boston
PB  - Harvard Business School Press
KW  - CRM
KW  - Customer relationship management
ER  -