This book presents strategies that put the customer at the center of an enterprise. It elaborates on the reasons for viewing customers as assets that a firm nee

Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in th

A new set of organizations has discovered a new formula: they combine customer-centricity with innovative power. These organizations have created a completely o

As customer orientation continues to gain importance in the marketing field, there has been a growing concern for organizations to implement effective customer