TY  - BOOK
AU  - Shapiro,Aaron
TI  - Users, not customers: who really determines the success of your business 
SN  - 9780670920976
PY  - 2011///
CY  - New York
PB  - Portfolio/Penguin
KW  - Consumer satisfaction
KW  - Customer relations
KW  - Electronic commerce
KW  - Information technology
KW  - Management
KW  - Internet marketing
N1  - Includes bibliographical references and index
ER  -