Customer Centered Enterprise

From IBM-one of the world's great marketing organizations-comes this state  of the art, how to book on developing a customer driven organization. One of the biggest problems facing organizations today is how to continuously attract customers and attain growth-particularly in "commodity-like" markets where there is little difference between products  and prices (e.g. the airline industry). While there has been much talk and many books on the subject there have been few documented methodologies that provide a working blueprint for organizations. The Customer Centered Enterprise - from IBM's Principal in Worldwide Customer Value Management provides a complete, company-tested methodology that shows companies how to attract and retain customers. At the heart of the book is the state of the art management techniques called Customer Value Management (CVM).