TY  - BOOK
AU  - Griffin, Jill
AU  - Lowenstein, Michael W.
TI  - Customer winback : how to recapture lost customers and keep them loyal
SN  - 0787946672
U1  - 658.812 
PY  - 2001///
CY  - San Francisco: 
PB  - Jossey-Bass Publication
KW  - customer information system
KW  - customer loyalty
KW  - customer relations
KW  - customer services
KW  - staff loyalty
KW  - strong loyalty potential
ER  -