knowing what customers need before thay do Tobe, Jeff. creator Thomas, Bill. text xxu New Jersey John Wiley & Sons, Inc. c2013 monographic eng

print

v, 218 pages : illustrations ; 23 cm. 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. Bill Thomas, Jeff Tobe. Includes index. Customer relations Strategic planning c2013. 9781118356913 160629