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Below are a number of links to various case histories, documents and articles that are relevant to customer lifecycle management, customer loyalty, organizational alignment and related matters.

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Worth Reading...

Reichheld, Frederick F., and Thomas Teal. The Loyalty Effect (Paperback). Reprint ed. Cambridge: Harvard Business School Press, 2001.

Kumar, V., Managing Customers for Profit: Strategies to Increase Profits and Build Loyalty. Philadelphia: Wharton School Publishing, 2008.