TY  - BOOK
AU  - Vandermerwe,Sandra
TI  - Breaking through: implementing customer focus in enterprises 
SN  - 1403935033 (hbk.)
PY  - 2004///
CY  - New York
PB  - Palgrave Macmillan
KW  - Consumer satisfaction
KW  - Customer relations
KW  - Organizational change
KW  - Organizational effectiveness
N1  - Includes index; Includes bibliographical references
ER  -