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Managing services : using technology to create value

Managing services : using technology to create value

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Managing key customers : a principles and practices

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Introduction to total quality : quality management for production, processing, and services

Introduction to total quality : quality management for production, processing, and services

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Decoding the new consumer mind : how and why we shop and buy

Decoding the new consumer mind : how and why we shop and buy

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Business process mapping workbook : untuk meningkatkan kepuasan pelanggan

Business process mapping workbook : untuk meningkatkan kepuasan pelanggan

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Market-based management

Market-based management

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Business process mapping guidebook : untuk meningkatkan kepuasan pelanggan

Business process mapping guidebook : untuk meningkatkan kepuasan pelanggan

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Winning back upset customer : melayani pelanggan kecewa

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Advertising and the mind of the consumer

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Lean distribution : menciptakan jalur distribusi, logistik dan supply chain yang ramping, hemat biaya, efektif dan responsive terhadap kebutuhan pelanggan

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Membangun klub pelanggan itu mudah, anda juga bisa

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Profitable telemarketing : meningkatkan penjualan melalui telepon

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Mengukur kepuasan pelanggan : panduan menciptakan pelayanan bermutu

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Quality customer service : cara jitu memikat hati pelanggan

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Menjadi customer service representative yang sukses

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Customer care excellence : cara untuk mencapai customer focus

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Manajemen ritel : panduan lengkap pengelolaan toko modern

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Advertising and the mind of the consumer : iklan yang berhasil, yang gagal, dan penyebabnya

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Call center success : melayani pelanggan secara profesional melalui call center

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Melayani pelanggan kecewa : tetap efektif dalam kondisi kesal

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Memangkas birokrasi : lima strategi menuju pemerintahan wirausaha

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Mutu terpadu dalam manajemen pembelian & pemasok

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Manajemen pelanggan melalui telepon

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Mengefektifkan kinerja : saran untuk menghadapi 44 jenis orang yang menimbulkan masalah di lingkungan kerja

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Market-based management : strategies for growing for customer value and profitability

Market-based management : strategies for growing for customer value and profitability

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Competing in the third wave : the ten key management issues of the information age

Competing in the third wave : the ten key management issues of the information age

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The Definitive Drucker

The Definitive Drucker

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Managing for the future

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Just don't do it!: challenging assumptions in business

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Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization

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Marketing management: A strategic decision-making approach

Marketing management: A strategic decision-making approach

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Doing Hybrid Right

Doing Hybrid Right

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Journal of Management and Business Review vol 20

Journal of Management and Business Review vol 20

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The Handbook of key customer relationship management

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Paket deregulasi kebijaksanaan pemerintah 26 Januari 1996

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Paket deregulasi 26 Januari 1996

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Research report ; financial services in the virtual world : responding to the electronic commerce revolution

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The Versatile salesperson : selling the way your customer wants to buy

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Keeping the edge : giving customers the service they demand

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Services marketing: integrating customer focus across the firm

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Logistics and supply chain management

Logistics and supply chain management

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ABC's of relationship selling through service

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Market-based management : strategies for growing customer value and profitability

Market-based management : strategies for growing customer value and profitability

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Advanced brand management : from vision to valuation

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Management

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Emotional branding : the new paradigm for connecting brands to people

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How to handle customer complants : a company guide to customer relations and consumer rights

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Blindsided : how to spot the next breakthrough

Blindsided : how to spot the next breakthrough

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The Systems thinking approach to strategic planning and management

The Systems thinking approach to strategic planning and management

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Value migration : how to think several moves ahead of the competition

Value migration : how to think several moves ahead of the competition

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