Understanding the Effect of Customer Relationship Management
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Understanding the Effect of Customer Relationship Management Efforts on CustomerRetention and Customer Share DevelopmentAuthor(s): Peter C. VerhoefSource: The Journal of Marketing, Vol. 67, No. 4 (Oct., 2003), pp. 30-45Published by: American Marketing AssociationStable URL: http://www.jstor.org/stable/30040548 .
Accessed: 13/10/2011 06:48
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