TY  - BOOK
AU  - Newell,Frederick
TI  - Why CRM doesn't work: how to win by letting customers manage the relationship 
SN  - 1576601323 (alk. paper)
AV  - HF5415.5 .N49 2003
U1  - 658.812 
PY  - 2004///
CY  - London
PB  - Kogan Page Limited
KW  - Customer relations
KW  - Management
N1  - Includes bibliographical references (p. 243-254) and index
UR  - http://www.loc.gov/catdir/enhancements/fy0715/2002153916-d.html
ER  -