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23 Apr 08
The New Math of Customer Relationships — HBS Working Knowledge
It's the E=MC2 of customer loyalty.
Deeply satisfied employee = deeply satisfied customer = lifelong profit.
18 Sep 07
Innovation: The Mirror, Window, and the Door
We’ll continue to see customers building their own community sites, not on the corporate website, to do nothing is missing the opportunity.
04 Aug 07
Edge Perspectives with John Hagel: Tests for Customer Focused Companies
Who in the organization holds real decision-making power? Is it the organization that manages relationships with the customer or is it some other group?
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