01694nam a2200337 a 4500 ebr10615072 CaPaEBR m u cr cn||||||||| 120907s2013 njua sb 001 0 eng d 2012035833 9781118356913 (cloth : alk. paper) 9781118420232 (e-book) CaPaEBR CaPaEBR (OCoLC)820147129 HF5415.5 .T63 2013eb 658.8/342 23 Thomas, Bill, 1955- Anticipate [electronic resource] : know what your customers want before they do / Bill Thomas, Jeff Tobe. Hoboken, N.J. : John Wiley & Sons, 2013. v, 218 p. : ill. Includes bibliographical references and index. 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. Electronic reproduction. Palo Alto, Calif. : ebrary, 2011. Available via World Wide Web. Access may be limited to ebrary affiliated libraries. Customer relations. Strategic planning. Electronic books. local Tobe, Jeff. ebrary, Inc. http://site.ebrary.com/lib/rucke/Doc?id=10615072 An electronic book accessible through the World Wide Web; click to view 205620 205620