Putting Your Customers' Needs First

First page Table of contents Next page Last page

Preface	4
The Role of Corporate America	5
Shareholder Focus	5
Employee Focus	6
Customer Focus	6
What is YOUR Company's Focus?	7
How to Create a Customer-focused Company	8
Traditional Approach	8
Customer Impact Approach	8
The Evolution of My Customer-focused Background	9
My College Years	9
My First Company	11
My Second Company	17
My Third Company	18
Business Basics in a Customer-focused Company	26
SKU Item Analysis	26
Brand Rationalization/Brand Consolidation	28
Six Stages of a Project	30
Customer Performance...Making Numbers Make Sense	32
Build Partnerships with your Customers	34
Customer Communications	35
Brand/Product/Company Identification	37
Canned Software versus Custom Software	37
Why CRM?	39
Surveying Your User's Needs	39
Customer Advocacy in the Workplace	41
Annual Progress Report	42
A Word Map of your Company's Focus	44
Service Tips...Things to Think About!	45
The Customer is Always Right	45
Handling Customer Complaints	45
Teamwork...and how to select your team mates!	47
Vision	48
Procrastination	49
Employee Turnover...why it's important?	49
Training with a Purpose	50
Meetings, Meetings and More Meetings	50
Value of Online Service	51
Path of Least Resistance	52
A few words about Ethics in Corporate America	53
Self-Service versus Personal Service	54
Mentoring Opportunities	55
e-Commerce Mission Statement	56
Me...Myself...and I?	56
Original Ideas	57
Justification for New Projects	57
Setting System Enhancement Priorities	57
Biggest Mistakes Companies Make	58
A Few Caveats	61
Addendum	62
My first encounter with Woody	62
E-Commerce Evangelist!	62
Woody's Final Thoughts	63
Appendix - The Evolution of T&B Access Executive Summary	64
Epilogue	86

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