TY  - SER
AU  - Reinartz Werner
AU  - Hoyer Wayne D
AU  - Krafft Manfred
TI  - Customer Relationship Management Process : Its Measurement and Impact on Performance
PY  - 0000///0
CY  - 
PB  - Aug 2004
KW  - CRM
UR  - http://192.168.6.13/libsuite/mm_files/Articles/AR7390.pdf
ER  -