TY  - SER
AU  - Reichheld Frederick F
TI  - One Number you Need to Grow
PY  - 0000///0
CY  - 
PB  - Dec 2003
KW  - Customer's Satisfaction, Growth
UR  - http://192.168.6.13/libsuite/mm_files/Articles/AR6170.pdf
ER  -