TY  - BOOK
AU  - Seth, Rakesh
AU  - Seth, Kirti 
TI  - Creating customer delight: the how and why of CRM
SN  - 9780761932963
U1  - 658.812 
PY  - 2005///
CY  - New Delhi
PB  - Sage, 
KW  - Marketing
N1  - Table of contents:
Chapter 1. The growing need for CRM 
Chapter 2. Taking an integrated approach 
Chapter 3. Database management 
Chapter 4. CRM in call centres 
Chapter 5. CRM one-to-one 
Chapter 6. The sound of service.
Appendix
Index
ER  -