01000nam a22001697a 4500008004100000020001800041082001100059100001600070245008800086260005100174300004400225500002000269520047500289650002400764650002400788700001800812160629b        xxu||||| |||| 00| 0 eng d  a9781118356913  bc2013.  aTobe, Jeff.  aAnticipate :bknowing what customers need before thay do /cBill Thomas, Jeff Tobe.  aNew Jersey :bJohn Wiley & Sons, Inc.,cc2013.  av, 218 pages :billustrations ;c23 cm.  aIncludes index.  aContents: Strategy-- creating and destroying customer value. -- Doing the right things for the 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 to be engaged. -- Customer focus is a process-- not an event. -- Culture-- The soft stuff is the hard stuff. -- Managing change, performance, and talent. -- Leveraging your culture and value chain.  aCustomer relations.  aStrategic planning.  aThomas, Bill.