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13. 
Cover image for Customer relationship management
Customer relationship management
Author 
Anderson, Kristin, 1962- Kerr, Carol.
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14. 
Cover image for Lean six sigma for service how to use lean speed and six sigma quality to improve services and transactions
Lean six sigma for service how to use lean speed and six sigma quality to improve services and transactions
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George, Michael L.
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15. 
Cover image for Voice of the customer capture and analysis
Voice of the customer capture and analysis
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Yang, Kai.
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