000			00576nam a22001931a 4500
008			220501s2010 xx 000 0 eng d
020			_a9781422139882 _c195.00
040			_aSOIL (School of Inspired Leadership)
082			_a658.812 H _bLES-
100			_aharvard business series
245			_aMaking customers matters _h[Text]
260			_bHarvard business school press _c2010
300			_a99
440			_aLessons learned series
650			_aConsumer satisfaction
650			_aCustomer relations - Management
650			_aHarvard Collection
942			_2ddc _cBK
999			_c10169 _d10169