What customers value most : how to achieve business transformation by focusing on processes that touch your customers : satisfied customers, increased revenue, improved profitability /

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• Satisfied customers tell three friends, angry customers tell 3,000 : running a business in today's consumer-driven world /
  door: Blackshaw, Pete
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• Strategic customer care : an evolutionary approach to increasing customer value and profitability/
  door: Brown, Stanley A.
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• The value profit chain : treat employees like customers and customers like employees /
  door: Heskett, James L.
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• Customer value creation behavior /
  door: Yi, Youjae
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• The value profit chain : treat employees like customers and customers like employees /
  door: Heskett, James L.
  Gepubliceerd in: (2003)