Delighting customers
Subtitle: how to build a customer-driven organization
By: Peter Donovan, Timothy Samler
Contributors: Samler, Timothy
Edition: 1st ed
Publisher: Chapman & Hall
Published: 1994
Place of publication: London; New York
Language: eng
Number of pages: 243
Subjects: Customer services; Customer relations; Consumer satisfaction; Organizational change
Notes: Includes bibliographical references (p. [235]-237) and index
Table of contents: title: What is missing today?; title: The implementation issues; title: Becoming world-class-gaining the business edge; title: How to make it happen; title: Getting started; title: Measuring what is important to customers; title: Delighting customers; title: Quo vadis?; title: How to be a winner