The ultimate CRM handbook :  strategies and concepts for building enduring customer loyalty and profitability / 
 CRM handbook 
John G. Freeland, editor 
 - New York, N.Y. :  McGraw-Hill,  2003 
 - viii, 353 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. 313-319) and index 
<br/><br/><label>ISBN: </label>0071409351  RM100.30 
<br/><br/><label>LCCN: </label>2002-010873 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations--Management<br/>Brand name products--Marketing--Management<br/>Customer loyalty