TY  - BOOK
AU  - Bergeron,Bryan P.
TI  - Essentials of CRM: a guide to customer relationship management 
SN  - 0471206032 (pbk. : alk. paper)
U1  - 658.812 BER 22
PY  - 2002///
CY  - New York
PB  - Wiley
KW  - Customer relations
KW  - Management
N1  - Includes bibliographical references and index
ER  -