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![Cover for Charles Ketteman · Best Practices: Building Your Business with Customer-focused Solutions (Pocketbok) [1st Touchstone Ed edition] (2000)](https://imusic.b-cdn.net/images/item/original/044/9780684848044.jpg?charles-ketteman-2000-best-practices-building-your-business-with-customer-focused-solutions-pocketbok&class=scaled&v=1408603087)