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Winulang, Alam (2022) Pengaruh Orientasi Pelanggan, Customer Centric Organizational System, Crm Technology Terhadap Crm Capabilities Serta Dampaknya Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Pt Asuransi Jasa Indonesia. Masters thesis, Universitas Hayam Wuruk Perbanas Surabaya.