Chapter 15
1. Don Peppers and Martha Rogers, PhD, Return on Customer: Creating Maximum Value from Your Scarcest Resource (New York: Crown Business, 2005).
2. Inspired by “Growing the Business: Coffee House Blues,” in “Customers Rock!” blog, June 10, 2007, http://customersrock.net/2007/06/10/growing-the-business-coffee-house-blues.
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