TY  - BOOK
AU  - Freeland, John G.
TI  - The ultimate CRM handbook: strategies and concepts for building enduring customer loyalty and profitability 
SN  - 9780070586772
AV  - 658.812 FRE
U1  - 658.812 
PY  - 2003///
CY  - New York, N.Y.
PB  - McGraw-Hill
KW  - Customer relations
KW  -  Management
KW  - Branding (Marketing)
KW  - Customer loyalty
N1  - Includes bibliographical references (p. 313-319) and index
UR  -  http://www.loc.gov/catdir/bios/mh041/2002010873.html
UR  -  http://www.loc.gov/catdir/description/mh031/2002010873.html
ER  -