So You Want To Be Customer-Centric?: 8 Steps To Profitable Customer Relations

When it was first published in 2011, So You Want to Be Customer-Centric? was one of the first executive guides to put customer-centricity on the agenda. In just 99 pages, it challenged leaders to move beyond rhetoric and put customers before quarterly profits and politics. More than a decade later, its message remains as relevant as ever.

This straight-talking action guide shows how to focus on customers despite budget constraints, corporate silos, or ambivalent data - not because it's nice, but because it's profitable. It also includes classic case studies and insights from executives at C&A, ING, Lexus Europe, L'Or al Group, Orange Business Services, Philips, Sanoma Magazines International, and the World Economic Forum.