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Marketing Management 

Customer Experience 

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Published 3/31/2009 

Author: Lawrence A. Crosby and Jonathan L. Masland 

Lawrence A. Crosby is the chief loyalty architect of Synovate Customer Experience. He may be reached at larry.crosby@synovate.com. Jonathan L. Masland is global lead for practice growth & development, Synovate Customer Experience. He may be reached at jon.masland@synovate.com.

 

Summary

Innovation is a vital process, in good times and bad.


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Member Comments (1):

Jonathan Masland wrote:

Posted on : 5/19/2009


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