TY  - BOOK
AU  - Newell, Frederick, 
TI  - Why CRM doesn't work: how to win by letting customers manage the relationship 
SN  - 9780749442415
AV  - 658.812 NEW
U1  - 658.812 
PY  - 2003///
CY  - Princeton, N.J.
PB  - Bloomberg Press
KW  - Customer relations
KW  -  Management
N1  - Includes bibliographical references (p. 243-254) and index
ER  -