Reveals why the most successful businesses are those that build close win-win relationships with their customers.
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Intimacy with customers involves understanding their needs and a commitment to meeting those needs. That, says Wiersema, who has served as an international business consultant, may take various forms: customization of products or services, integration of business operations in mutually advantageous ways, or long-term planning together. Wiersema indicates that achieving customer intimacy takes agility, picking one's partners correctly, and shaping company culture. Savvy listeners may notice some disadvantages to Wiersema's approach, which may narrow a company's customer base to fewer, though larger, accounts. Additionally, getting to know customers well and orienting a company's operations to their requests is an expensive proposition. Ultimately, however, this useful, insightful program, which Wiersema himself narrates, should do well in most business collections.?Mark Guyer, Stark Cty. Dist. Lib., Canton, Ohio
Copyright 1996 Reed Business Information, Inc.
Customer Intimacy: Pick Your Partners, Shape Your Culture, Win Together provides detailed plans for both large and small companies to create the mutually beneficial detailed plans for both large and small companies to create a successful vendor-customer relationship in today's business world. Customer Intimacy reveals the secrets of establishing and maintaining close customer relationships with extensive examples of companies like CIGNA, Black & Decker, and Airborne Express. Exceptional readable, straightforwardly written, Customer Intimacy is immediately accessible to anyone with managerial or administrative corporate responsibilities for developing and maintaining a customer base. -- Midwest Book Review
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