00402nam a2200121Ia 4500008004000000020001800040082001700058100002300075245011000098260003600208300001300244650002300257210210b2004   xxu||||| |||| 00| 0 eng d  a0 07 058677 2  a658.812 FREU  aFREELAND (John G).  aUltimate CRM hand book: strategies and concepts for building enduring customer loyalty and profitability.  aNDbTMH Publishing Co Ld.c2004  aviii,353  aCustomer relations