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Defying the Limits: Effective Strategies for Unlocking CRM's Full Potential

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This third volume in the series offers fresh hope in troubled times. Leading-edge concepts that challenge yesterday's ideas about how to listen to and treat your customers; new tools for capturing customer interactions and minimizing call center costs; practical information about building customer value and brand; insights into how customer data can craft and simulate experience; and groundbreaking observations that suggest companies should find products for the customers and not customers for their products.

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