TY  - GEN
AU  - Richard, Darlene D
TI  - The customer response management handbook: building, rebuilding and improving your results
SN  - 0070586659
U1  - 658.812 
PY  - 2002///
CY  - New Delhi
PB  - Tata McGraw-Hill
KW  - Customer services
KW  - MANAGEMENT
ER  -