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Brd Group Société General Brd Group Société General Bucharest University of Business and Economics Business Administration Department English Section GRADUATION THESIS MANAGING CUSTOMER LOYALTY AT BRD GROUP SOCIÉTÉ GENERAL Scientific Coordinator: Prof.univ.dr. Iacob CĂTOIU Graduate: Monica Liliana PURDESCU Bucharest, 2009 Contents Introduction Customer Loyalty Customer loyalty, satisfaction and retention Types of customer loyalty Building loyalty.