TY  - BOOK
AU  - Tobe, Jeff.
AU  - Thomas, Bill.
TI  - Anticipate: knowing what customers need before thay do 
SN  - 9781118356913
PY  - 2013///
CY  - New Jersey
PB  - John Wiley & Sons, Inc.
KW  - Customer relations
KW  - Strategic planning
N1  - Includes index
N2  - 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
ER  -