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CRM strategy and implementation in telecommunications / / Rob Mattison, Len Tiu Wright, Julie Abbott, Andy Brown, Dave Cox, Mike Faulkner and Merlin Stone --25.
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2003
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CRM Strategy Formulation -- / Ch. 5.
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2002
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CRM Technology Trends -- / Ch. 8.
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2002
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CRM's Achilles heel: understanding the customer / / Raymond Pettit --Pt. 3.
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2003
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