TY - BOOK AU - Thompson,Harvey TI - The customer-centered enterprise : how IBM and other world-class companies achieve extraordinary results by putting customers first SN - 0071352104 U1 - 658.812 19 PY - 2000/// CY - New York PB - McGraw-Hill KW - Marketing KW - Spines KW - Customer interaction; Customer management N2 - Business ER -