Anticipate : know what your customers need before they do /
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| Format: | Book |
| Language: | English |
| Published: |
Hoboken, N.J. :
John Wiley & Sons,
c2013.
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| Institutions: | Thư viện Trường CĐ Kỹ Thuật Cao Thắng |
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Table of Contents:
- 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.