Overview
- Authors:
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Peter Donovan
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Northern Telecom Europe Ltd., UK
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Timothy Samler
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Oracle Corporation UK Ltd., UK
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Table of contents (9 chapters)
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The key issues
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- Peter Donovan, Timothy Samler
Pages 3-11
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- Peter Donovan, Timothy Samler
Pages 13-25
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- Peter Donovan, Timothy Samler
Pages 27-35
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How to build a customer-driven organization
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- Peter Donovan, Timothy Samler
Pages 39-44
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- Peter Donovan, Timothy Samler
Pages 45-75
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- Peter Donovan, Timothy Samler
Pages 77-110
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- Peter Donovan, Timothy Samler
Pages 111-137
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- Peter Donovan, Timothy Samler
Pages 139-143
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The conclusions
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Front Matter
Pages 145-145
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- Peter Donovan, Timothy Samler
Pages 147-151
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Back Matter
Pages 153-243
About this book
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.
Reviews
Donovan and Samler have not only thought about their subject a great deal, they have also practical experience of implementation - and how it shows. - Modern Management
Authors and Affiliations
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Northern Telecom Europe Ltd., UK
Peter Donovan
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Oracle Corporation UK Ltd., UK
Timothy Samler
