TY  - BOOK
AU  - Naylor, Mary
TI  - Customer chemistry : how to keep the customers you want-- and say "good-bye" to the ones you don't(HB)
SN  - 9780658001444
U1  - 658.812 NAY 
PY  - 2002///
CY  - NY
PB  - Mcgraw-Hill Publishing Co.
ER  -