affiliates in the United States and other countries, and may not be used without written permission. All other trademarks are the property of their respective owners. Wiley Publishing, Inc., is not associated with any product or vendor mentioned in this book. LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY: THE PUBLISHER AND THE AUTHOR MAKE NO REPRESENTATIONS OR WARRANTIES WITH RESPECT TO THE ACCURACY
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China Fragile Superpower This page intentionally left blank Fragile Superpower Susan L. Shirk China 2007 Oxford University Press, Inc., publishes works that further Oxford University’s objective of excellence in research, scholarship, and education. Oxford New York Auckland Cape Town Dar es Salaam Hong Kong Karachi Kuala Lumpur Madrid Melbourne Mexico City Nairobi New Delhi Shanghai Taipei Toronto With offices in Argentina Austria Brazil Chile Czech Republic France Greece Guatemala
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Customer Relationship Management VSF This book is dedicated to my children Emma and Lewis of whom I am enormously proud. Customer Relationship Management Concepts and Technologies Second edition Francis Buttle AMSTERDAM • BOSTON • HEIDELBERG • LONDON • NEW YORK • OXFORD PARIS • SAN DIEGO • SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Butterworth-Heinemann is an imprint of Elsevier Butterworth-Heinemann is an imprint of Elsevier Linacre House, Jordan Hill, Oxford OX2 8DP 30 Corporate
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colophon are registered trademarks of Random House, Inc. ISBN 978-1-4000-6928-6 eBook ISBN 978-0-679-60385-6 Printed in the United States of America on acid-free paper Illustrations by Anton Ioukhnovets www.atrandom.com 2 4 6 8 9 7 5 3 1 First Edition Book design by Liz Cosgrove Duhi_9781400069286_2p_all_r1.j.indd iv 10/17/11 12:01 PM To Oliver, John Harry, John and Doris, and, everlastingly, to Liz Duhi_9781400069286_2p_all_r1.j.indd v 10/17/11 12:01 PM Duhi_9781400069286_2p_all_r1
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This text was adapted by The Saylor Foundation under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 License without attribution as requested by the work’s original creator or licensee. Organization The overarching logic of the book is intuitive—organized around answers to the what, where, why, and how of international business. WHAT? Section one introduces what is international business and who has an interest in it. Students will sift through the globalization debate and
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disciplines and understandings in this book to be useful, it is sold with the understanding that neither the author nor the publisher are engaged in presenting specific medical, psychological, emotional, sexual, or spiritual advice. Nor is anything in this book intended to be a diagnosis, prescription, recommendation, or cure for any specific kind of medical, psychological, emotional, sexual, or spiritual problem. Each person has unique needs and this book cannot take these individual differences
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Part 1: Defining Marketing and the Marketing Process (Chapters 1–2) Part 2: Understanding the Marketplace and Consumers (Chapters 3–6) Part 3: Designing a Customer-Driven Strategy and Mix (Chapters 7–17) Part 4: Extending Marketing (Chapters 18–20) 4 Marketing Information to Gain Managing Customer Insights Chapter Preview In this chapter, we continue our exploration of how marketers gain insights into consumers and the marketplace. We look at how companies develop and manage
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QUALITY MANAGEMENT DEMYSTIFIED Demystified Series Advanced Statistics Demystified Algebra Demystified Anatomy Demystified asp.net Demystified Astronomy Demystified Biology Demystified Business Calculus Demystified Business Statistics Demystified C++ Demystified Calculus Demystified Chemistry Demystified College Algebra Demystified Data Structures Demystified Databases Demystified Differential Equations Demystified Digital Electronics Demystified Earth Science Demystified Electricity Demystified
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and skillfully told tale.” —RT Book Reviews Lori Devoti “Lori Devoti provides yet another action-packed mythological tale.” —RT Book Reviews on Wild Hunt Linda Winstead Jones “Raintree: Haunted, by Linda Winstead Jones, is nonstop action from start to finish.” —RT Book Reviews Lisa Childs “In Childs’s gripping tale…there are some surprising twists.” —RT Book Reviews Bonnie Vanak “Bonnie Vanak’s Enemy Lover offers nonstop excitement and great sexual tension.” —RT Book Reviews CHRISTMAS WITH A VAMPIRE
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a bit a couple a few a little adj, pron a lot (of) (tb lots (of)) a, an art indet a.m. (USA tb A.M.) abrev abandon v abandoned adj ability n able adj about adv, prep un poco un par unos cuantos algo / un poco mucho un/a Ante meridiam abandonar abandonado habilidad poder hacer algo affect v más o menos, hacia, por aquí / affection n prep: sobre algo above prep, adv por encima, más arriba / adv: afford v arriba afraid adj abroad adv en el extranjero after adv, prep, absence n ausencia conj absent
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