TY  - BOOK
AU  - Brown 
TI  - What customers value most : how to achieve business transformation by focusing on processes that touch your customers : satisfied customers, increased revenue, improved profitability 
SN  - 0471641235 
U1  - 658.812 BRO 1995 
PY  - 1995///
CY  - Toronto
PB  - John Wiley & Sons
KW  - Customer satisfaction
KW  - Customer services
KW  - Industrial management
KW  - Organizational effectiveness
KW  - Quality of products
N1  - Includes bibliographical references
ER  -