TY  - BOOK
AU  - Barnes,James G.
TI  - Secrets of customer relationship management: it's all about how you make them feel 
SN  - 0071362533:
U1  - 658.812 
PY  - 2001///
CY  - New York
PB  - McGraw-Hill
KW  - Customer relations
N1  - Includes bibliographical references and index
ER  -