TY  - BOOK
AU  - HBR
AU  - Shapiro, Benson P.; Sviokla, John J.
TI  - Keeping customers
SN  - 9780875843339
U1  - 658.812  HBR 
PY  - 1993///
CY  - USA
PB  - Harvard business school
KW  - CRM
ER  -