TY  - BOOK
AU  - Delahaye Paine,Katie
TI  - Measure what matters: online tools for understanding customers, social media, engagement, and key relationships
SN  - 9780470920107
PY  - 2011///
CY  - Hoboken, N.J.
PB  - Wiley
KW  - Customer services
KW  - Research
KW  - Measurement
KW  - Social media
N1  - Includes bibliographical references and index
ER  -