"Using Information to Develop a Culture of Customer Centricity"
sets the stage for understanding the holistic marriage of
information, socialization, and process change necessary for
transitioning an organization to customer centricity. The book
begins with an overview list of 8-10 precepts associated with a
business-focused view of the knowledge necessary for developing
customer-oriented business processes that lead to excellent
customer experiences resulting in increased revenues. Each chapter
delves into each precept in more detail.
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