Lee Yan Fong Library

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Thomas, Bill, 1955-

Anticipate : knowing what customers need before they do / Bill Thomas & Jeff Tobe. - Hoboken, N.J. : John Wiley & Sons, c2013. - v, 218 p. : ill. ; 24 cm.

Includes bibliographical references and index.

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 & talent -- Leveraging your culture and value chain.

ISBN: 9781118356913 (cloth : alk. paper) 1118356918 (cloth : alk. paper)

LCCN: 2012035833

Subjects--Topical Terms:
Customer relations.
Strategic planning.

LC Class. No.: HF5415.5 / T46 2013

Dewey Class. No.: 658.8/342