Dyché, Jill <br/><br/>
The CRM handbook : a business guide to customer relationship management 
Jill Dyché 
 - Boston, MA  Addison Wesley  2002 
 - xxiv, 307 p. : ill. ; 24 cm 
<br/><br/> Includes bibliographical references (p. 281-286) and index 
<br/><br/><label>ISBN: </label>9780201730623 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations - Management
<br/><br/><label>Dewey Class. No.: </label>658.812 DYC