Bergeron, Bryan P. Essentials of CRM : a guide to customer relationship management / Bryan Bergeron. - New York : Wiley, c2002. - xiii, 220p. : ill. ; 23cm. - Essentials series . Includes bibliographical references and index. ISBN: 0471206032 (pbk. : alk. paper) LCCN: 2001008002 Subjects--Topical Terms: Customer relations--Management. Dewey Class. No.: 658.812 BER