APA Style

Freeland, J, G. (2003). The Ultimate CRM Handbook : Strategies & Concepts for Building, Enduring, Customer, Loyalty & Profitability (1). New York: McGraw-Hill.

MLA Style

Freeland, John, G.. "The Ultimate CRM Handbook : Strategies & Concepts for Building, Enduring, Customer, Loyalty & Profitability". 1 New York: McGraw-Hill, 2003. Text.