TY  - BOOK
AU  - Newell,Frederick  .
TI  - Why CRM doesn`t work : how to win by letting customers manage the relationship / 
SN  - 0-7494-4241-7
U1  - 658.812 
PY  - 2004///
CY  - London : 
PB  - Kogan Page , 
KW  - Customer relations
ER  -