LEADER 02853nam  2200649 a 450 
001 9910461767803321
005 20200520144314.0
010   $a1-118-41721-6
010   $a1-283-71513-9
010   $a1-118-42023-3
035   $a(CKB)2670000000271776
035   $a(EBL)947568
035   $a(OCoLC)809456974
035   $a(SSID)ssj0000754602
035   $a(PQKBManifestationID)12343209
035   $a(PQKBTitleCode)TC0000754602
035   $a(PQKBWorkID)10726151
035   $a(PQKB)10205556
035   $a(PQKBManifestationID)16121509
035   $a(PQKB)20468585
035   $a(MiAaPQ)EBC947568
035   $a(DLC)  2012036665
035   $a(CaSebORM)9781118417218
035   $a(Au-PeEL)EBL947568
035   $a(CaPaEBR)ebr10615072
035   $a(CaONFJC)MIL402763
035   $a(EXLCZ)992670000000271776
100   $a20120907d2013      uy             0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 10$aAnticipate$b[electronic resource] $eknow what your customers want before they do /$fBill Thomas, Jeff Tobe
205   $a1st edition
210   $aHoboken, N.J. $cJohn Wiley & Sons$d2013
215   $a1 online resource (226 p.)
300   $aDescription based upon print version of record.
311   $a1-118-35691-8 
320   $aIncludes bibliographical references and index.
327   $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 -- 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.
330   $a Design and implement the ideal customer focus   Anticipate provides business readers with a practical how-to approach for taking their customer-supplier relationship to one that is more sustainable and more mutually profitable. Much of the discussion on customer experience has centered on the hospitality or retail industries and has showcased the discrete techniques organizations use to deliver better service and create more satisfied customers. Anticipate extends and integrates those techniques to deliver an end-to-end customer experience that can be applie
606   $aCustomer relations
606   $aStrategic planning
608   $aElectronic books.
615  0$aCustomer relations.
615  0$aStrategic planning.
676   $a658.8/342
700   $aThomas$b Bill$f1955-$0875055
701   $aTobe$b Jeff$0875056
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910461767803321
996   $aAnticipate$91953475
997   $aUNINA