TY  - BOOK
AU  - Dyché,Jill
TI  - The CRM handbook: a business guide to customer relationship management 
SN  - 0201730626 (pbk. : recycled, acidfree paper)
AV  - HF 5415.5 DYC
PY  - 2002///
CY  - Boston
PB  - Addison-Wesley
KW  - Customer relations - management
N1  - Includes index
ER  -