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Roland Berger Partner GmbH – International Management ConsultantsBarcelona – Beijing – Berlin – Brussels – Bucharest – Budapest – Buenos Aires – Delhi – Detroit – Düsseldorf – Frankfurt – Hamburg – Kiev – Kuala Lumpur – LisbonLondon – Madrid – Milan – Moscow – Munich – New York – Paris – Prague – Riga – Rome – S?o Paulo – Shanghai – Stuttgart – Tokyo – Vienna – ZurichCustomer Relationship Management– Consulting approach – Munich, June 2000*第一页，共一百零四页。 This document was created for the exclusive use of our clients. It is not complete unless supported by the underlying detailed analyses an