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Competing on value : bridging the gap between brand and customer value

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The pursuit of crime : art and ideology in detective fiction

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The loyalty effect : the hidden force behind growth, profits, and lasting value

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Market-driven management : how to define, develop, and deliver customer value

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Collaborative customer relationship management : taking CRM to the next level

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Radical marketing : from Harvard to Harley, lessons from ten that broke the rules and made it big