| ISBN： | 0470016345 (hbk. : alk. paper) |
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| 语种代码： | eng |
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| 题名： | Converting customer value : from retention to profit / J.A. Murphy ... [et al.]. |
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| 出版发行项： | Chichester, England ; Hoboken, NJ : Wiley, c2006. |
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| 载体形态： | xxviii, 388 p. : ill. ; 24 cm. |
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| 书目附注： | Includes bibliographical references (p. [373]-380) and index. |
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| 格式化内容附注： | The customer profit conundrum -- Segmentation -- Customer focus -- Processes and systems -- Employee involvement -- Training and development -- Measurement -- Continuous improvement -- Communications -- Culture. |
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