Companies are being forced to react to the growing individualization of demand. At the same time, cost management remains of paramount importance due to the com

Strategies for leveraging information technologies to improve customer relationships With E-business comes the opportunity for companies to really get to know t

Designing the Customer-Centric Organization offers todayâ??s business leaders a comprehensive customer-centric organizational model that clearly shows how to p

IBM's battle plan for attracting new customers--and keeping them for life. IBM--history's most remarkable organization--stays on top by constantly honing and re

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