TY  - BOOK
AU  - Blanchard,Kenneth H
AU  - Ballard,Jim
AU  - Finch,Frederic E.
TI  - Customer mania!: it´s never too late to build a customer-focused company 
SN  - 0743270282
U1  - 658.812 
PY  - 2004///
CY  - New York
PB  - Free Press
KW  - Servicio al cliente
KW  - Administración
UR  - http://www.loc.gov/catdir/enhancements/fy0631/2004056398-t.html
ER  -