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9780201154931

Customer-centered Growth Five Proven Strategies For Building Competitive Advantage

by ;
  • ISBN13:

    9780201154931

  • ISBN10:

    0201154935

  • Format: Paperback
  • Copyright: 1997-03-24
  • Publisher: Basic Books
  • Purchase Benefits
List Price: $21.99 Save up to $0.66
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    PRINT ON DEMAND: 2-4 WEEKS. THIS ITEM CANNOT BE CANCELLED OR RETURNED.

Supplemental Materials

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Summary

InCustomer-Centered Growth,Richard Whiteley and Diane Hessan reveal the compelling secrets of how today's successful companies are achieving explosive growth. Drawing on dozens of case studies of every kind of enterprise, Whiteley and Hessan define five proven strategies that you can use to groweven under the most adverse business conditions.

Author Biography

Richard Whiteley, author of The Customer-Driven Company (selected by Fortune as one of the best books of the year), is Vice Chairman and cofounder of The Forum Corporation. Diane Hessan is executive vice president at Forum. Each author holds an M.B.A. from Harvard Business School. Richard Whiteley, author of The Customer-Driven Company (selected by Fortune as one of the best books of the year), is Vice Chairman and cofounder of The Forum Corporation. Diane Hessan is executive vice president at Forum. Each author holds an M.B.A. from Harvard Business School.

Table of Contents

The Challenge: Turning Turmoil into Customer-Centered Growth
1(17)
From Identity Crisis to Laser-Beam Focus
18(34)
From ``Listening to'' to ``Hardwiring'' the Voice of the Customer
52(55)
From Teamitis to Universal Collaboration
107(39)
From Customer Satisfaction to Lasting Customer Enthusiasm
146(45)
From Facilitative Leadership to Contact Leadership
191(110)
Epilogue: Lighten Up
228(11)
Toolkit for Customer-Centered Growth
239(62)
Hardwiring Tools
242(8)
Collaboration Tools
250(15)
Customer Strategy and Planning Tools
265(14)
Customer-Interaction Tools
279(8)
Leadership Tools
287(11)
Personal Development Planning Tool
298(3)
Notes 301(4)
Appendix 305(3)
Acknowledgments 308(3)
Index 311(10)
About the Forum Corporation 321(2)
Reader's Questionnaire 323

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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