Книга: Управление отделом продаж
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Frederick F. Reichheld, Loyalty and the Renaissance of Marketing. Marketing Management 2 (1994). С. 10–21; Rahul Jacob, Why Some Customers Are More Equal than Others, Fortune (сентябрь, 19, 1994). С. 215–224; Sangit Sungupta, Robert E. Krapfel, and Michael Pusateri, Switching Costs in Key Account Relationships. Journal of Personal Selling & Selling Management (осень 1997). С. 9–16.
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