@book{32114,
	author = {Goldenberg, Barton J.},
	title = {CRM in real time :},
	publisher = {Reference press},
	year = {2009},
	address = {New Delhi},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/toc/ecip0810/2008005276.html}
}