APA Style

Freeland, J, G. (2003). The Ultimate CRM Handbook: strategies and concepts for building enduring customer loyalty and profitability . United States of America: Accenture.

MLA Style

Freeland, John, G. "The Ultimate CRM Handbook: strategies and concepts for building enduring customer loyalty and profitability". United States of America: Accenture, 2003. Manajemen.