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The Planning for growth report is based on further global research - both externally and internally - to try to form an overview of the next three years from the business world's perspective. The results of the research are published in the full Planning for growth report. This was followed up by more research in May 2010 to evaluate whether perceptions had changed over the ensuing months and to further establish the criteria of the new "Normal". This paper considers the specific implications for customer-focused processes.
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