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Леонардо Ингильери, Мика Соломон
Принципы достижения настоящей клиентоориентированности
Ари Вайнцвейг
C. Бритт Бимер, Роберт Шук
Четырнадцать принципов, которым следуют ведущие мировые компании в сфере обслуживания
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