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1、ffirs.qxd3/10/044:23PMPageiCRMUnpluggedReleasingCRM’sStrategicValuePhilipBlighDouglasTurkJohnWiley&Sons,Inc.ffirs.qxd3/10/044:23PMPageiiThisbookisprintedonacid-freepaper.Copyright?2004JohnWiley&Sons,Inc.Allrightsreserved.PublishedbyJohnWiley&Sons,Inc.,Hoboken,NewJ
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