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The Customer Revolution E-Service : 24 Ways to Keep Your... The Invisible Touch : The Four Keys to...
By:  Patricia B. Seybold, Ronni T. Marshak, Jeffrey M. Lewis By:  Ron Zemke, Thomas K. Connellan By:  Harry Beckwith
Crossing the Chasm : Marketing and...
By:  Geoffrey A. Moore, Regis McKenna    

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