Anticipate [electronic resource] : know what your customers want before they do / Bill Thomas, Jeff Tobe.
By: Thomas, Bill.
Contributor(s): Tobe, Jeff | ebrary, Inc.
Material type:
BookPublisher: Hoboken, N.J. : John Wiley & Sons, 2013Description: v, 218 p. : ill.Subject(s): Customer relations | Strategic planningGenre/Form: Electronic books.DDC classification: 658.8/342 Online resources: An electronic book accessible through the World Wide Web; click to view | Item type | Current location | Collection | Call number | URL | Copy number | Status | Date due | Item holds |
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E-book
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IUKL Library | Subscripti | http://site.ebrary.com/lib/kliuc/Doc?id=10615072 | 1 | Available |
Includes bibliographical references and index.
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.
Electronic reproduction. Palo Alto, Calif. : ebrary, 2011. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.
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