Chapter 4 Part 1 can be found here:
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Chapter 4 Part 2 can be found here:
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Urdu/ Hindi lecture about chapter 4 of book Marketing Management by Philip Kotler. you can find the discussion about:
Customer Relationship Management,
Personalizing Marketing,
One-to-One Marketing,
Customer Empowerment,
Customer Reviews and Recommendations,
defection rate,
churn rate,
Marketing Funnel,
Attracting and Retaining Customer,
Building Loyalty,
Win-Backs,
