TY  - BOOK
AU  - Dyché, Jill
TI  - The CRM handbook : a business guide to customer relationship management
SN  - 9780201730623
U1  - 658.812 DYC 
PY  - 2002///
CY  - Boston, MA
PB  - Addison Wesley
KW  - Customer relations - Management
N1  - Includes bibliographical references (p. 281-286) and index
ER  -