TY  - BOOK
AU  - Scott, Dru
TI  - Customer satisfaction: Practical tools for building important relationships
T2  - Viva Crisp Fifty-Minute Book
SN  - 8176495441
U1  - 658.81CRM  SCO 
PY  - 2004///
CY  - Viva Books Pvt. Ltd., New Delhi
KW  - Customer relations management-- CRM
ER  -