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Harvard Business Review|March 16, 2002
Avoid the four perils of CRMDarrell K Rigby, Frederick F Reichheld, Phil Schefter
Harvard Business Review|January 10, 2004
The one number you need to growFrederick F Reichheld
Harvard Business Review|April 4, 2006
Localization--the revolution in consumer marketsDarrell K Rigby, Vijay Vishwanath
Harvard Business Review|November 24, 2004
CRM done rightDarrell K Rigby, Dianne Ledingham
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