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A lively and important look at why companies must understand a critical fact for corporate success: the customer is your leader. The customer's needs and wants must literally lead your company in everything it does. The book also shows how to make this kind of customer focus a strategic activity - not just a function of the customer service or quality departments.
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Forler Massnick (Wayzata, MN) is the founder and president of Customer Inc., a consulting firm specializing in customer satisfaction measurement. He has been a vice president at four Fortune 500 companies and has worked with clients in the areas of marketing, strategic planning, communications, and finance.Review:
Fills a void that has not been addressed until now. Leaders in the midst of epochal change often find it difficult to see the big picture. This book definitely helps. -- Terry Hitchcock, Ph.D., consultant and author, American Business: The Last Hurrah
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Book Description AMACOM, 1997. Hardcover. Condition: New. Seller Inventory # DADAX0814403468
Book Description AMACOM, 1997. Hardcover. Condition: New. Never used!. Seller Inventory # P110814403468
Book Description American Management Association. Condition: New. pp. 239. Seller Inventory # 5770941