01075nam a22001937a 4500 160629b xxu||||| |||| 00| 0 eng d 9781118356913 c2013. 6434 Tobe, Jeff. Anticipate : knowing what customers need before thay do / Bill Thomas, Jeff Tobe. New Jersey : John Wiley & Sons, Inc., c2013. v, 218 pages : illustrations ; 23 cm. Includes index. Contents: 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. 6431 Customer relations. 6432 Strategic planning. 6433 Thomas, Bill. ddc BK 5381 5381 0 0 ddc 0 0 CIR SPMT-CAS SPMT-CAS 2016-06-29 0 Cir./658.8342/T552 007449 2016-06-29 00:00:00 2016-06-29 BK