TY  - BOOK
AU  - Peppers, Don
AU  - Rogers, Martha
TI  - Managing customer relationships:A strategic frame work  
SN  - 9780470423479
U1  - 658.812 
PY  - 2011///
CY  - London
PB  - John Wiley and Sons
KW  - Priniciples of managing customer relationships
ER  -