"Newell, Frederick" <br/><br/>
Why CRM doesnt work  how to win by letting customers manage the relationship 

 - London  Kogan Page  2003 
 - "xvii,263p. : ill. ;24cm." 
<br/><br/> includes index 
<br/><br/><label>ISBN: </label>0749439475 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations--Management