000 00317nam a22001217a 4500
008 121103b xxu||||| |||| 00| 0 eng d
100 _aSASSER; W.EARL
_94824
245 _aWHY CUSTOMER MATTER
260 _aBOSTON
_bHARVARD BUSINESS SCHOOL
300 _a1
653 _aCUSTOMER RELATION MANAGEMENT
942 _2ddc
_cAV
999 _c29040
_d29040