TY  - BOOK
AU  - Seybold, Patricia B.
AU  - Kramer, Mitchell I.
AU  - Muhamed Muneer 
TI  - Capitalising on customers: an executive's guide to CRM 
SN  - 9788125918745
U1  - 658.812 
PY  - 2005///
CY  - New Delhi 
PB  - Vikas Publishing House 
KW  - Customer relationship management
KW  - Business policies
ER  -