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Profitable telemarketing : meningkatkan penjualan melalui telepon

Stone, Merlin - Suharsono - Thomson, Anna - Wheeler, Chris

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Customer care excellence : cara untuk mencapai customer focus

Cook, Sarah - Herawati, Poppy - Risalah, Kemas Achmad Faizal

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Manajemen pelanggan melalui telepon

Stone, Merlin - Suharsono - Thomson, Anna - Wheeler, Chris

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Marketing management: A strategic decision-making approach

Mullins, John W. - Walker, Orville C.

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Field service management

Stone, Merlin - Wild, Anthony

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Keeping the edge : giving customers the service they demand

Schaaf, Dick

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Services marketing: integrating customer focus across the firm

Zeithaml, Valarie A. - Gremler, Dwayne D. - Bitner, Mary Jo

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A complete and balanced service scorecard : creating value through sustained performance improvement

Tyagi, Rajesh K - Gupta, Praveen

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Services marketing: integrating customer focus across the firm

Zeithaml, Valarie A. - Gremler, Dwayne D. - Bitner, Mary Jo

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Services marketing

Zeithaml, Valarie A. - Gremler, Dwayne D. - Bitner, Mary Jo

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Marketing management

Kotler, Philip - Keller, Kevin Lane

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Government call center

Heny, Grace

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The New rules of sales and service : how to use agile selling, real-time customer engagement, big data, content, and storytelling to grow your business

Scott, David Meerman

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Service management : Operations, strategy, and information technology

Fizsimmons, James A. - Fitzsimmons, Mona J.

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Service management

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Good service is good business : 7 strategi sederhana menuju sukses

Devrye, Catherine - Widodo, M. Priminto

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Uncommon service : how to win by putting customers at the core of your business

Frei, Frances - Morriess, Anne

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The Manufacturer's guide to business marketing : how small and midsize companies can increase profits with limited recources

Collins, Michael P.

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Customer service in the information environment

Clair, Guy St

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