Build your customer strategy : a guide to creating profitable customer relationships

Before managers and marketers can decide how to develop relationships with customers, they have to know who their customers are and what's central to their lives - and they must have a strategy.

In "Build Your Customer Strategy", internationally recognized customer relationships expert, Jim Barnes uses real-life examples to demonstrate how companies use customer insight to drive strategy.

This action-oriented guide will help CEOs, customer service managers, and marketing executives develop relationship strategies based on the customer's definition of value.

The book explains why many managers leave their customer hats at home, why there is too much focus on customer satisfaction, how to create extraordinary customer value, and how to get employees on their side.

Plus, the book includes a template that helps readers build their own customer relationship strategy.

James G. Barnes (Newfoundland, Canada) is a thought leader on the subject of customer relationship strategy and management.

He is an educator, entrepreneur, and consultant to mid-sized and international clients, as well as a renowned speaker and presenter.

He is a member of the distinguished Guru Panel at CRMguru.com.