Thomas, Bill,  1955- <br/><br/>
Anticipate  know what your customers want before they do /  [electronic resource] : 
Bill Thomas, Jeff Tobe. 
 - Hoboken, N.J. :  John Wiley & Sons,  2013. 
 - v, 218 p. :  ill. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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. 
<br/><br/><br/>Electronic reproduction. <br/>Palo Alto, Calif. : <br/>ebrary, <br/>2011. <br/>Available via World Wide Web. <br/>Access may be limited to ebrary affiliated libraries. 
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<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations.<br/>Strategic planning.
<br/><br/><label>Index Terms--Genre/Form: </label><br/>Electronic books.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .T63 2013eb 
<br/><br/><label>Dewey Class. No.: </label>658.8/342