TY  - BOOK
AU  - Stauss,Bernd
AU  - Seidel,Wolfgang
TI  - Complaint management: the heart of CRM 
SN  - 0324202644 
AV  - HF5415.52 .S83 2004
U1  - 658.8/12 22
PY  - 2004///
CY  - Cincinnati
PB  - Thompson/South-Western
KW  - Consumer complaints
KW  - Customer relations
KW  - Management
N1  - Includes bibliographical references (p. 298-303) and index
ER  -