zone1

footer-menu-component

footer

footer-legal-menu-component

%1 products have been added to your cart but %2 have been backordered and will be fulfilled when stock is available

Product on backorder

Current quantity limit is [maxProductQuantity], please, navigate to the cart page and change quantity of product

You will be able to resubmit promo in ${countdown} seconds. test

Please note that the taxes displayed on our website are estimated and subject to adjustment. The actual tax charges will be determined and settled during the final invoicing of your order

product-detail-component

secondary-storefront-menu

International

North America

China

Japan

Latin America

Brazil

Region

Set your region:

mega-menu

Browse by Institution Type

Browse by Product Type

Products

Support

secondary-primary-menu

About Us

Blogs

Press Center

Events

News

Careers

Our Company

Request a Trial

products

Marketing materials, training documents, discovery services

cengage:card

FIND YOUR SALES REPRESENTATIVE

cengage:column

Get marketing materials, training documents, discovery services.

PRODUCT SUPPORT

CUSTOMER SUPPORT

Report technical issues, errors, check system status

TECHNICAL SUPPORT

Manage product preferences, generate usage reports, simplify administrative tasks.

ADMIN TOOLS

support

secondary-account-menu

single-column

cengage:galethorndikeseo

config

footer-legal-menu

Terms of use

Privacy

Would you like to go to the Gale {{RECOMMENDED_COUNTRY}} site instead?

It looks like you're visiting from {{DETECTED_COUNTRY}}.

main

footer-social-menu

Sign Up for Emails

CONNECT WITH GALE

Stay up-to-date with the latest Gale news, exclusive offers, and more.

facebook

linkedin

instagram

youtube

SOCIAL ICONS

footer-menu

Academic Institutions

K-12

Public Libraries

Government and Special Libraries

Statewide Programs

Institutions

Databases

Primary Sources

Digital Humanities Tools

eLearning

Schools/K-12 Curriculum

Books

Large Print Books by Thorndike Press

Find Your Rep

Product Support

Technical Support

Customer Support

Admin Tools

Accessibility Policy

Partnerships

Contact Us

Profile

Orders

Wish List

Fast Order Entry

My Account

zone2

footer-social-menu-component

header

header-component

gale-footer

zone3

Account Information

bundle-connector

FIND YOUR REP

support-order-2

container

You may already have access to Gale content through your institution.

STUDENTS AND RESEARCHERS

support-order-1

THE SEVEN MYTHS OF CUST MGMT: CSTMR-DRVN W/O CSTMR-LED

Marketing

Business & Economics

Consumer Behavior

Gt Product Group

Binding Format

Marketing Imprint Name

B2B GT

CL Carton Count

Imprint Name

B2B & B2C

Written in a lively and readable by two experienced consultants, this book argues that far too much has been made of customer satisfaction and the primacy of the consumer at the expense of hard-edged commercialism. In the rush to jump on the 'customer is king' bandwagon, most organizations have failed to remember that the first rule of being in business is to make money. And now they are suffering the financial consequences. This pragmatic book destroys seven key myths about customer management that have achieved an almost folkloric status, and provides a step-by-step action plan for linking customer focus with commercial goals. The result will be a balanced organization that is customer-driven - not customer-led.

The Seven Myths of Customer Management

PROFESSIONAL & REFERENCE

COLFR

COLJR

COLSO

COLSR

Duration

Duration Unit Of Measure

Transaction Type

Front Cover.
Half Title Page.
Title Page.
Copyright Page.
Contents.
Figures.
Acknowledgements.
Introduction.
1: The Seven Myths of Customer Management: Debunking some Established Wisdom.
2: Testing the Water: Understanding where You are Today.
3: Look Before You Leap: Developing a Customer-Focused Strategy.
4: Measuring Your Way to Success: Allocating Resources for Maximum Effect.
5: Don&#x2019;t Keep It Too Simple, Stupid: The Need for a Segmented Approach.
6: Lining up the Ducks: Aligning the Company for Customer Focus.
7: Are you the Problem? The Role of Leadership in Creating Customer Focus.
8: Bringing the Focus Alive: A Practical Action Plan.
Index.

The Seven Myths of Customer Management.css-1p8rvzy{position:absolute;padding-left:8px;}

The Seven Myths of Customer Management