TY  - BOOK
AU  - Dyche, Jill 
TI  - CRM hand book: a business guide to customer relationship man 
SN  - 81-7808-568-2 
U1  - 658.45 DYC  
PY  - 2002///
CY  - Pearson education asia 
PB  - Delhi 
KW  - MANAGEMENT
ER  -