000			01744nam a2200361 a 4500
001			0000158512
005			20171002062823.0
006			m u
007			cr cn|||||||||
008			120907s2013 njua sb 001 0 eng d
010			_z 2012035833
020			_z9781118356913 (cloth : alk. paper)
020			_z9781118420232 (e-book)
035			_a(CaPaEBR)ebr10615072
035			_a(OCoLC)820147129
040			_aCaPaEBR _cCaPaEBR
050	1	4	_aHF5415.5 _b.T63 2013eb
082	0	4	_a658.8/342 _223
100	1		_aThomas, Bill, _d1955-
245	1	0	_aAnticipate _h[electronic resource] : _bknow what your customers want before they do / _cBill Thomas, Jeff Tobe.
260			_aHoboken, N.J. : _bJohn Wiley & Sons, _c2013.
300			_av, 218 p. : _bill.
504			_aIncludes bibliographical references and index.
505	0		_aStrategy: 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.
533			_aElectronic reproduction. _bPalo Alto, Calif. : _cebrary, _d2011. _nAvailable via World Wide Web. _nAccess may be limited to ebrary affiliated libraries.
650		0	_aCustomer relations.
650		0	_aStrategic planning.
655		7	_aElectronic books. _2local
700	1		_aTobe, Jeff.
710	2		_aebrary, Inc.
856	4	0	_uhttp://site.ebrary.com/lib/daystar/Doc?id=10615072 _zAn electronic book accessible through the World Wide Web; click to view
908			_a170314
942	0	0	_cEB
999			_c147659 _d147659