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AUTORES:
Philip Kotler: Marketing 4.0 (2016) Retención de información y Big data con el
consumidor.
Fred Reichheld: El efecto lealtad crecimiento (1996), diagrama NPS para
satisfacción del cliente.
Michael Porter: Estrategia competitiva (1985), 5 fuerzas de Porter y retención del
mercado en un panorama competitivo
Don Peppers: El futuro uno a uno (1993) Relaciones públicas y servicios
personalizados para el consumidor