00596pamaa2200205 4500 0000048505 20130117090000.0 101216 eng 9780071379540 (pbk.) HF5415.5 AND 2002 Anderson Customer relationship management Kristin Anderson, Carol Kerr. New York: McGraw-Hill, 2002. xii, 164 p.: ill.; 23 cm. Briefcase books series Includes index BITBI Customer relations Kerr, Carol www.mhhe.com