1. What is considered to be the focus of traditional marketing?

2. What concept has been recognized as being an important activity in developing a customer-focused organization?

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3. What term is used to describe the accumulation of know-how by employees?

1. What do the initials PTM stand for?

2. What is considered to be a critical tool in managing customer satisfaction?

3. Describe the process required when implementing an internal customer approach.

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