TY  - BOOK
AU  - Sterne, Jim
TI  - Customer service on the internet : building relationships, increasing loyalty, and staying competitive
SN  - 0471382582
U1  - 658.81202854678 
PY  - 2000///
CY  - New York: 
PB  - John Wiley and Sons, Inc.
KW  - communication systems
KW  - customer conversations
KW  - customer relationship management
KW  - customer services
KW  - email
KW  - extranets
KW  - internet
KW  - internet marketing
KW  - world wide web
ER  -