Our two organizations, Northern Telecom Europe Limited and Oracle
Corporation UK Limited, share a number of things in common. Both
are striving to become world class in markets where technology is
moving fast and market change is moving even faster. Both are
responding urgently to the challenge of meeting the current
requirements - and anticipating the future needs - of customers at
the international, national and local level. We both recognize that
customer and employee satisfaction now rank with market share as
measures for business success. We accept that there are clear links
between delighted customers and profitability, customer loyalty and
long-term survival. We are committed to achieving excellence, both
as business partners and as employers. There is already strong
co-operation between the growing number of professionals in this
field as they work together and exchange experiences for
benchmarking and best practice studies. In this spirit of
collaboration, we have encouraged Peter Donovan and Timothy Samler
to share some of our early experiences with our customer-driven
programmes and to stimulate further debate. Their book provides a
wealth of guidance for any organization that has set its sights on
delighting its customers and becoming customer-driven. The ten step
approach to delighting customers breaks new ground and offers a
blueprint for others to follow. It exemplifies the practical
approach that is taken throughout the book.
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