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C CC C C C ;C C C C C

Remerciements .............................................................................................................. 3C

Préambule ..................................................................................................................... 5C

Introduction ................................................................................................................... 9C

1. Présentation de l'entité " Études et Stratégie » ........................................................ 11C

2. Un benchmark au service de la stratégie clientèle .................................................... 15C

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3. La mise en place des protocoles d'enquête ............................................................... 39C

CONCLUSION ............................................................................................................... 52C

Bibliographie ............................................................................................................... 53C

Annexes ....................................................................................................................... 58C

C C C C C C TC Cĩ C KCquotesdbs_dbs12.pdfusesText_18

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