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Sarah Cook
Fidéliser les clients en améliorant la qualité des services
Creating Customer Loyalty through Service Recovery
Wolfgang Seidel and Bernd Stauss
The Heart of CRM
Janelle Barlow and Claus Moller
Using Customer Feedback as a Strategic Tool
Ari Weinzweig
Treating Your Customers Like Royalty
Jay Baer
How to Embrace Complaints and Keep Your Customers
Adam Toporek
Real-World Tips & Techniques for the Service Front Lines
Jeff Toister
How to Win Customers by Keeping Your Promises
Janelle Barlow and Dianna Maul
Creating Strong Bonds With Your Customers
David Avrin
(et comment les récupérer)
Bill Price and David Jaffe
How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
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