This study focuses on why and how organizations must reach out and touch their customers. High performing companies obtain positive results - increased revenue and customer satisfaction - by beginning their process improvement with processes that touch the customer directly. Focusing on what customers value most results in positive transformation: satisfied customers, increased revenue and improved profitability.
- ISBN10 0471641235
- ISBN13 9780471641230
- Publish Date 11 January 1996
- Publish Status Out of Print
- Out of Print 10 August 2009
- Publish Country CA
- Publisher John Wiley and Sons Ltd
- Imprint John Wiley and Sons
- Format Hardcover
- Pages 320
- Language English