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The Ultimate CRM Handbook: Strategies and Concepts for Building Enduring Customer Loyalty and Profitability

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The Ultimate CRM Handbook distills the latest innovations in CRM into proven, practical ideas for designing and delivering value- focused, financially sound solutions. Chapter by chapter, influential thought leaders from Accenture, the world's leading management and technology services organization, share insights and hands-on experiences that will help you achieve new capabilities for sales, service, and marketing that please customers, satisfy shareholders, and deliver a measurable return on investment.

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