Anticipate know what your customers want before they do - Thomas, Bill, 1955-; Tobe, Jeff.; ProQuest (Firm) (Hoboken, N.J. : John Wiley & Sons, 2013)
Strategy: creating and destroying customer value -- Doing the right things for the wrong reasons -- Not all customers are good customers -- When customers speak who hears them? -- Input is vital but involvement multiplies the value -- It takes two -- Customer focus is a process, not an event -- Culture, the soft stuff is the hard stuff -- Managing change, performance & talent -- Leveraging your culture and value chain.
Includes bibliographical references and index.
Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
Keywords: Customer relations; Strategic planning; Electronic books