TY  - GEN
AU  - DychAc,Jill
TI  - The CRM handbook: a business guide to customer relationship management 
SN  - 9780201730623 (pbk.)
U1  - 658.812 
PY  - 2002///
CY  - Boston
PB  - Addison Wesley
KW  - Customer relations
N1  - Includes bibliographical references and index
ER  -