The ultimate CRM handbook :  strategies and concepts for building enduring customer loyalty and profitability / 
John G. Freeland, editor. 
 - New York :  London :  McGraw-Hill,  c2003. 
 - viii, 353 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0071409351 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations--Management.<br/>Brand name products--Marketing--Management.<br/>Customer loyalty.
<br/><br/><label>Dewey Class. No.: </label>658.812 FRE