TY  - BOOK
AU  - Bergeron, Bryan P
TI  - Essentials of CRM : a guide to customer relationship management
SN  - 9780471206033
SN  - 200100800
U1  - 658.812 BER 
PY  - 2002///
CY  - Hoboken, NJ
PB  - Wiley
KW  - Customer relations - Management
N1  - Includes bibliographical references and index
ER  -