TY  - BOOK
AU  - Seth,Rakesh
AU  - Seth,Kirti
TI  - Creating customer delight : the how and why of CRM 
SN  - 9780761932963
AV  - HF5415.5 .S48 2005
U1  - 658.812 22
PY  - 2005///
CY  - New Delhi 
PB  - Response Books
KW  - Customer relations
KW  - Management
N1  - Includes index; Introduction -- The growing need for CRM -- Taking an integrated approach -- Database management -- CRM in call centres -- CRM one-to-one -- The sound of service
UR  - http://www.loc.gov/catdir/toc/ecip057/2005002411.html
UR  - http://www.loc.gov/catdir/enhancements/fy0658/2005002411-d.html
ER  -