TY  - BOOK
AU  - Harvard Business School Press
TI  - Harvard business review on customer relationship managment 
SN  - 978578516995
U1  - 658.812 HAR  
PY  - 2001///
CY  - Boston, Mass.
PB  -  Harvard Business School Pub., 
KW  - Brands thought
KW  - Customer eyes
ER  -