search query: @author Schefter, P. / total: 2
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1.
Avoid the four perils of CRM
Harvard Business Review
2002 : FEB, VOL. 80:2, p. 101-109
 2002 Rigby, D.K.
Reichheld, F.F.
Schefter, P.
2.
E-loyalty: Your secret weapon on the Web
Harvard Business Review
2000 : JUL/AUG, VOL. 78:4, p. 105-113
 2000 Reichheld, F.F.
Schefter, P.
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