@book{2138,
	author = {Peppers, Don. and Rogers, Martha.},
	title = {Managing customer relationships :},
	publisher = {John Wiley & Sons, Inc.,},
	year = {c2004.},
	address = {Hoboken, New Jersey :},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/bios/wiley047/2003020608.html}
}