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The Mind of the customer: how great companies like UPS, Lexus, and Nokia have reinvented the sales process to accelerate their customers' success

Author: Hodge, Richard ; Schachter, LouPublisher: McGraw-Hill, 2006.Language: EnglishDescription: 242 p. : Graphs/Ill. ; 24 cm.ISBN: 0071470271Type of document: BookBibliography/Index: Includes bibliographical references and index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Asia Campus
Main Collection
Print HF5415.32 .H63 2006
(Browse shelf)
900096524
Available 900096524
Total holds: 0

Includes bibliographical references and index

Digitized

The mind of the customer A Parable: H o w Would You Treat Your One Last Customer? Chapter 1 The Big Picture Pillar One: Understand Gain Insight into the Minds of Your Customers Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Context Is Everything Accelerating Value Creation Earn Your Way into the Mind of Your Customer Aligning with Executives Giving Customers What They Want Pillar Two: Create Let Your Customers Define Value Traveling among Multiple Dimensions of Value Get to the Core by Asking Chapter 8 High-Impact Questions Chapter 9 Organize Your Brand around the Customer Chapter 10 Calculate the Value Your Offerings Create for Your Customers Chapter 11 Express the Value You Personally Create for Your Customers Chapter 12 Loyalty Comes from Individualizing Value Chapter 7 Pillar Three: Communicate Facilitate Your Customer's Change-Management Process Chapter 13 Overcoming Existing Relationships Chapter 14 From One-way Presentations to Two-way Interactions Chapter 15 Negotiate on All the Value Your Customer Obtains, Not Just Price Chapter 16 Negotiating Cooperatively with Value in Mind Chapter 17 Building Partnerships Pillar Four: Manage Sales Managers Focus Reps o n Customer Results Chapter 18 Chapter 19 Chapter 20 Chapter 21 Chapter 22 Chapter 23 Customers Expect Sales Managers to Focus on Business Results The Systems Solution The Six Competencies that Distinguish World-Class Salespeople Six Ways to Drive Salesperson Performance The Best Practices in Coaching Salespeople Focusing the Telescopic Lens Call to Action Chapter 24 Chapter 25 The Leader's Role There's Help around the Corner Bibliography Notes Index About the Authors.. .and Their Customers

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