Title: Customers mean business : six steps to building relationships that last /
Authors: Unruh, James A.
Publisher: Addison-Wesley,
Year: 1996
Subjects: Customer services Management Case studies.; Customer relations Case studies.; Success in business Case studies
Abstract: "You can gather reams of data, but how do you transform it into knowledge you can use to serve a particular customer? When customers are choosing between you and your competitors, what convinces them that you can tailor your service to their specific needs?" "Customers Mean Business evolved from the Unisys journey to answer these questions and thereby better serve its customers. They gathered people from more than one hundred world-class companies that have been recognized for their dedication to customers." "With the guarantee of anonymity, the participants spoke freely about the secrets of their success in initiating or sharpening their focus on customers. The gold mined from these interviews reveals practical programs to retain and attract customers, to develop employee skills in customer focus, and to use new measurement systems and technology. With this wealth of advice, amplified by their information management work with companies all over the world, James Unruh and the Unisys team developed a highly focused, six-stage process they call "Customerize," described here in clear, simple steps. The real-life stories that flesh out the framework are the voices of people on the front lines."--BOOK JACKET.