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CUSTOMER SERVICE BUSINESS 1 MANAGEMENT -- 1

PRODUCT MANAGEMENT 1

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The innovator's dilemma : when new technologies cause great firms to fail /

by CHRISTENSEN
Published 1997

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ACHIEVING excellence through customer service : "one of the country's leading customer service gurus" /

Published 1991

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Customer first : a strategy for quality service /

by WALKER
Published 1990

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Benchmarking customer service /

by PETERS
Published 1994

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Valuespace : winning the battle for market leadership /

by MITTAL
Published 2001

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The experience economy : work is theatre and every business a stage /

by PINE
Published 1999

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301 great customer service ideas /

Published 1997