Creating Value for Customers - Designing and Implementing a Total Corporate Strategy.

Is there room for yet another book about customer-driven organizations? Well, yes. "Creating Value for Customers" provides a persuasive and useful primer for those with a desire to go beyond glib generalities and actually do something to improve the customer focus of their organizations.

In the 1990s, it has become accepted that customer service is as vital for success in business as an efficient and effective production process. For some enterprises, a focus on customers will require painful and costly cultural changes, and some businesses will doubtless not survive the transition.

One reason that businesses fail at customer service is that they have too …