Anticipate : know what your customers want before they do / / Bill Thomas, Jeff Tobe.
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| Year of Publication: | 2013 |
| Language: | English |
| Online Access: | |
| Physical Description: | v, 218 p. :; ill. |
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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
- 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.