@book{855,
	author = {Timm, Paul R. and ebrary, Inc.},
	title = {50 powerful ideas you can use to keep your customers},
	publisher = {Career Press,},
	year = {c2002.},
	address = {Franklin Lakes, NJ :},
	edition = {3rd ed.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10007007}
}