The ultimate CRM handbook :  strategies and concepts for building enduring customer loyalty and profitability/ 
edited by John G. Freeland. 
 - New Delhi :  Tata McGraw-Hill Education,  2004 
 - xi, 353 p.;  23 cm. 
<br/><br/> Includes  index 
<br/><br/>'Glossary' : p.320-328. 
<br/><br/><label>ISBN: </label>0071409351(pbk)  Rs.250.00 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations--Management<br/>Brand name products--Marketing--Management<br/>Customer loyalty
<br/><br/><label>Dewey Class. No.: </label>658.812