TY  - BOOK
AU  - Johnson,Tom
AU  - Jakeman,Mark
TI  - The customer challenge : : the inside story of a remarkable transformation in customer service / 
SN  - 0273626337   
PY  - 1997///.
CY  - London
PB  - Financial Times Management, 
KW  - Customer services
KW  - Managemant
N1  - Includes practical lessons for any business; Includes index
ER  -