TY - BOOK AU - Dyche, Jill. TI - The CRM handbook: a business guide to customer relationship management SN - 9780201730 AV - HF5415.5 .D93 2002 U1 - 658.8/12 21 PY - 2002/// CY - Boston PB - Addison Wesley KW - Management KW - Customer relations N1 - Includes bibliographical references (p. 281-286) and index ER -