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Build Long-Term Customer:

• Focus

• Learning

• Commitment

• Retention Model

• Recruitment Model

• Engagement Cycle

Enterprise Tool

Career Skill

TQL for TQM

CRL for CRM

Practice in Action

• 5-Step Process

• Cycle

• Initiate (6 steps)

• Monitor (4 pts)

• Characteristics

• User-centered

• Ground rules

• Epiphanies

• Recipe

• Cost

• 10  Keys

• "Guide"

• "Coordinator"

• Activities

• Engage

• Entrepreneurial ethic

Industry Spotlight

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