Thomas, Bill,  1955- <br/><br/>
Anticipate : know what your customers need before they do / 
Bill Thomas & Jeff Tobe. 
 - Hoboken, N.J. :  John Wiley & Sons,  c2013. 
 - v, 218 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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 to be engaged -- Customer focus is a process, not an event -- Culture, the soft stuff is the hard stuff -- Managing change, performance and talent -- Leveraging your culture and value chain. 
<br/><br/><label>ISBN: </label>9781118356913 (cloth : alk. paper) 9781118417218 (ebk.) 9781118420232 (ebk.) 9781118434086 (ebk.) 
<br/><br/><label>LCCN: </label>2012035833 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations.<br/>Strategic planning.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .T4793 2013 
<br/><br/><label>Dewey Class. No.: </label>658.8342