TY  - BOOK
AU  - Kumar,V.
AU  - Reinartz,Werner
TI  - Customer relationship management: concept, strategy, and tools
SN  - 9783642201301
PY  - 2012///
CY  - Heidelberg, New York : Springer, 
KW  - Customer relations
KW  - Management
N1  - Includes bibliographical references and index
ER  -