TY  - BOOK
AU  - Hiebeler, Robert
AU  - Kelly, Thomas B
TI  - Best practices : building your business with customer-focused solutions
SN  - 9780684848044
U1  - 658.812 HIE 
PY  - 1998///
CY  - New York
PB  - Simon & Schuster
KW  - Customer services - Management - Case studies
ER  -