Woodcock , Neil <br/><br/>
The Customer Management Scorecard; Managing CRM for profit 

 - 1st 
 - London  Kogan Page  2003 
 - 428p. 
<br/><br/><label>ISBN: </label> RS 3367.00 
<br/><br/><label>Dewey Class. No.: </label>658.812 WOO