TY  - BOOK
AU  - Thomas,Bill
AU  - Tobe,Jeff
TI  - Anticipate: knowing what customers need before they do 
SN  - 9781118356913
PY  - 2013///
CY  - Hoboken, N.J.
PB  - J. Wiley & Sons
KW  - Relations avec la client{u196C}e
KW  - Guides, manuels, etc
KW  - Planification stratique
ER  -