TY  - BOOK
AU  - Faulkner Mike
TI  - Customer management excellence
SN  - 0470848537
U1  - X:1-8, P3 
PY  - 2003///
CY  - Chichester
PB  - John Wiley         
KW  -  Consumption Management
KW  - Commerce
N1  - Glossary p209-12
ER  -