《中国移动通讯公司对外投资战略研讨报告》(67页).rar CRM:　Hype　vs.　reality Winners　are　addressing　three　core　trends Key　actions　to　accelerate　impact inertial　migrators　 e.g.　those　that　leave　or　reduce　relationship　because　actively　dissatisfied,　often　by　a　specific　event