TY  - BOOK
AU  - Sterne, Jim.
TI  - Customer service on the internet: building relationships, increasing loyalty, and staying competitive: Building relationships, increasing loyalty, and staying competitive
SN  - 0471155063
U1  - 658.812027 STEJ 
PY  - 1996///
CY  - New Delhi
PB  - John Wiley & sons
KW  - CRM
ER  -