TY  - BOOK
AU  - Whiteley,Richard C.
TI  - The customer-driven company : moving from talk to action
SN  - 0201570904 , 0201608138
U1  - 658.812 W594T 1994 
PY  - 1994///
CY  - New York
PB  - Addison-Wesley publishing company
KW  - Customer services
KW  - Industrial management
KW  - Strategic planning
KW  - Organizational effectiveness
KW  - Service-level agreements
KW  - Consumer satisfaction
KW  - Customer relations
ER  -