000			01566cam a2200325 a 4500
001			17455726
005			20220527080855.0
008			120907s2013 njua b 001 0 eng
010			_a 2012035833
020			_a9781118356913 (cloth : alk. paper)
020			_a9781118417218 (ebk.)
020			_a9781118420232 (ebk.)
020			_a9781118434086 (ebk.)
040			_aDLC _cDLC _dDLC
042			_apcc
050	0	0	_aHF5415.5 _b.T4793 2013
082	0	0	_a658.8342 _222
100	1		_aThomas, Bill, _d1955- _916309
245	1	0	_aAnticipate : know what your customers need before they do / _cBill Thomas & Jeff Tobe.
260			_aHoboken, N.J. : _bJohn Wiley & Sons, _cc2013.
300			_av, 218 p. : _bill. ; _c24 cm.
504			_aIncludes bibliographical references and index.
505	0		_aStrategy: 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.
650		0	_aCustomer relations. _916310
650		0	_aStrategic planning. _916311
700	1		_aTobe, Jeff. _916312
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cBK
999			_c5570 _d5570