Kordupleski, R., Mastering Customer Value Management (Cincinnati: Pinnaflex, 2003), xv
291
Там же, xvi.
292
Там же, xviii.
293
Farris, P. W., Bendle, N. T., Pfeifer, P. E., and Reibstein, D. J., Key Marketing Metrics: The 50+ Metrics Every Manager Needs to Know (Harlow: Pearson Education, 2009), 132 – 137.
