@book{154347,
	author = {Woodcock, Neil. and Stone, Merlin, and ebrary, Inc.},
	title = {The customer management scorecard},
	publisher = {Kogan Page,},
	year = {2003.},
	address = {London ;},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10074928}
}