TY  - BOOK
AU  - PEPPER Edward
TI  - Customer relationship management:  Concepts and strategies   
T2  - Wiley Series in Operations Research and Management Science
SN  - 9781682851258
U1  - X:511-8, Q6 
PY  - 2016///
CY  - New York
PB  - Willford Press        
N1  - Bibliography: p 641-683
ER  -