TY  - BOOK
AU  - Finnegan, David.
AU  - Willcocks, Leslie.
TI  - Implementing CRM: from technology to knowledge 
T2  - John Wiley series in information systems
SN  - 9780470065266
AV  - 658.812 FIN
U1  - 658.812 
PY  - 2007///
CY  - Hoboken, NJ
PB  - John Wiley & Sons, Inc.
KW  - Customer relations
KW  -  Management
KW  - Customer services
N1  - Includes bibliographical references and index
UR  -  http://www.loc.gov/catdir/toc/ecip076/2006100398.html
UR  -  http://www.loc.gov/catdir/enhancements/fy0741/2006100398-b.html
UR  -  http://www.loc.gov/catdir/enhancements/fy0741/2006100398-d.html
ER  -