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CRM at the speed of light: essential customer strategies for the 21st century

Management lessons from Mayo Clinic: inside one of the world's most admired service organizations

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Service innovation: how to go from customer needs to breakthrough services

Voice-of-the-customer marketing: a revolutionary five-step process to create customers who care, spend, and stay

The Eternal E-customer: How Emotionally Intelligent Interfaces Can Create Long-lasting Customer Relationships.

Customer Relationship Management

The ten demandments: universal truths for success in the age of the customer

The customer loyalty solution: what works and what doesn't in customer loyalty programs

Perfect phrases for customer service: hundreds of tools, techniques, and scripts for handling any situation

The new gold standard: 5 leadership principles for creating a legendary customer experience

How you do - what you do: create service excellence that wins clients for life

The customer experience edge: technology and techniques for delivering an enduring, profitable and positive experience to your customers

The customer rules: the 14 indespensible, irrefutable, and indisputable qualities of the greatest companies in the world

The Apple experience: secrets to building insanely great customer loyalty

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