@article{793063,
      author = {Payne, Adrian.},
      url = {http://library.usi.edu/record/793063},
      title = {Handbook of CRM: achieving excellence in customer  management /},
      publisher = {Elsevier Butterworth-Heinemann,},
      recid = {793063},
      pages = {xx, 438 p. :},
      address = {Amsterdam ;},
      year = {2006},
}