@article {1973541,
	title = {Reengineering the Customer Relationship: Leveraging Knowledge Assets at IBM},
	journal = {Decision Support Systems},
	volume = {32},
	year = {2001},
	month = {2001},
	pages = {155-170},
	keywords = {Marketing},
	author = {Massey,A. P. and Montoya,Mitzi and Holcom,K.}
}