01757cam a2200337 a 4500 TVCDKTCT83836 20160517144149.5 120907s2013 njua b 001 0 eng Thư viện Trường CĐ Kỹ Thuật Cao Thắng RG_1 #1 eb0 2012035833 9781118356913 (cloth : alk. paper) 9781118417218 (ebk.) 9781118420232 (ebk.) 9781118434086 (ebk.) DLC DLC DLC pcc HF5415.5 .T4793 2013 658.8/342 A107-I Thomas, Bill, 1955- Anticipate : know what your customers need before they do / Bill Thomas & Jeff Tobe. Hoboken, N.J. : John Wiley & Sons, c2013. v, 218 p. : ill. ; 24 cm. 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 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. Customer relations. Strategic planning. Tobe, Jeff. 7 cbc orignew 1 ecip 20 y-gencatlg acquire 2 shelf copies policy default xj15 2012-09-07 xj15 2012-09-07 (telework) xj15 2012-09-07 to Dewey rd05 2012-09-07 xe14 2013-02-14 2 copies rec'd., to CIP ver. rf06 2013-04-12 to CALM rf06 2013-04-12 Copy 2 to CALM