What Customers Value Most : How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers: Satisfied Customers, Increased Revenue, Improved Profitability

What Customers Value Most : How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers: Satisfied Customers, Increased Revenue, Improved Profitability
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Страниц
 
304
ISBN
 
0471641235
Издатель
 
Free Press
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Описание:

Based on extensive current research from the Coopers&Lybrand IDEAS study of over 1,800 North American companies, this superlative guide describes the various ways organizations reach out and touch customers and how they can improve the process behind this contact. Contains a detailed, four-step procedure which provides a formula for success. Features best practices of companies such as IBM, Hewlett Packard and 3M that have been successful in achieving performance improvement. Packed with checklists andaction steps to create a top-notch customer focused improvement program.

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