Customer Relationship Management : Concept, Strategy, and Tools
V. Kumar
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Managing Customer Experience and Relationships : A Strategic Framework
Don (President and Founder of Marketing 1:1, Inc.) Peppers
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Effective Complaint Management : The Business Case for Customer Satisfaction
Bernd Stauss
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The New Customer Experience Management : Why and How the Companies of The Future Address Their Customers' Needs Proactively
Ivaylo Yorgov
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Managing Customer Experience and Relationships : A Strategic Framework
Don Peppers
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