TY  - BOOK
AU  - Roman,Ernan
TI  - Voice-of-the-customer marketing: a revolutionary five-step process to create customers who care, spend, and stay 
SN  - 9780071740838 (hbk.)
U1  - 658.812 
PY  - 2011///
CY  - New York, N.Y.
PB  - McGraw-Hill
KW  - Relationship marketing
KW  - Customer relations
KW  - Database marketing
KW  - Consumer profiling
N1  - Includes index
ER  -