Passionate and profitable : why customer strategies fail and ten steps to do them right /
| Main Author: | |
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| Format: | Book |
| Language: | English |
| Published: |
Hoboken, N.J. :
Wiley,
[2005]
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| Subjects: | |
| Online Access: | Table of contents |
Table of Contents:
- Understanding the fatal mistakes
- Critical choice 1: who are we, customer pleasers or efficiency crunchers?
- Critical choice 2: what is the role of the customer in our existence?
- Critical choice 3: what defines our total experience?
- Critical choice 4: what customers do we neglect?
- Critical choice 5: what kind of relationships do we seek?
- Critical choice 6: how do we change our organization to avoid the silo-based customer trap? How do we assume complete customer responsibility?
- Critical choice 7: do we employ functional robots or passionate evangelists?
- Critical choice 8: post-sales dialogue and service--do we really care?
- Critical choice 9: what do our measurements say about us?
- Critical choice 10: how long do we milk our products?
- The ultimate choice: customer strategies--a mutual lifetime commitment.