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Loyalty-based management.
Harv Bus Rev. 1993 Mar-Apr;71(2):64-73.
Harv Bus Rev. 1993.
PMID: 10124634
Lead for loyalty.
Reichheld FF.
Reichheld FF.
Harv Bus Rev. 2001 Jul-Aug;79(7):76-84, 144.
Harv Bus Rev. 2001.
PMID: 11447619
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Zero defections: quality comes to services.
Reichheld FF, Sasser WE Jr.
Reichheld FF, et al.
Harv Bus Rev. 1990 Sep-Oct;68(5):105-11.
Harv Bus Rev. 1990.
PMID: 10107082
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The one number you need to grow.
Reichheld FF.
Reichheld FF.
Harv Bus Rev. 2003 Dec;81(12):46-54, 124.
Harv Bus Rev. 2003.
PMID: 14712543
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Avoid the four perils of CRM.
Rigby DK, Reichheld FF, Schefter P.
Rigby DK, et al. Among authors: reichheld ff.
Harv Bus Rev. 2002 Feb;80(2):101-6, 108-9, 130.
Harv Bus Rev. 2002.
PMID: 11894676
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