TY  - BOOK
AU  - Barlow, Susan
TI  - Sense and respond :  the journey to customer purpose 
SN  - 978 1 403 94573 0
U1  - 658 812 BAR 
PY  - 2005///
CY  - London 
PB  -   Palgrave Macmillan
KW  - CUSTOMER SERVICES MANAGEMENT
ER  -