TY  - BOOK
AU  - Freeland,John G.
TI  - The ultimate CRM handbook: strategies and concepts for building enduring customer loyalty and profitability 
SN  - 0071409351 (hbk.)
AV  - HF5415.5 .U48 2003
U1  - 658.812 21
PY  - 2003///
CY  - New York, N.Y.
PB  - McGraw-Hill
KW  - Customer relations
KW  - Management
KW  - Branding (Marketing)
KW  - Customer loyalty
N1  - Includes bibliographical references (p. 313-319) and index
ER  -