TY  - BOOK
AU  - Tiwana, Amrit
TI  - The essential guide to knowledge management: e-business and CRM applications 
SN  - 0130320005
PY  - 2001///
CY  - Upper Saddle River, NJ
PB  - Prentice Hall
KW  - Knowledge management
KW  - Electronic commerce
KW  - Customer relations
N1  - Includes bibliographical references (p. 303-309), glossary and index
ER  -