Payne, Adrian. <br/><br/>
Handbook of crm :  achieving excellence in customer management / 
Adrian Payne. 
 - Amsterdam :  Elsevier,  2006. 
 - xix, 438 p. :  ill. ;  26 cm. 
<br/><br/> Includes index. 
<br/><br/>Includes bibliographical references. 
<br/><br/><label>ISBN: </label>0750664371(hbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>CRM.