CUSTOMER SERVICE - Why CRM Fails — And How to Fix It
| Year of publication: |
2011
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|---|---|
| Authors: | Maklan, Stan ; Knox, Simon ; Peppard, Joe |
| Published in: |
MIT sloan management review. - Cambridge, Mass : MIT, ISSN 1532-9194, ZDB-ID 2039388X. - Vol. 52.2011, 4, p. 77-87
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