02582cam a22003494a 4500 16561398 BD-DhUL 20161222193913.0 101202s2011 njua 001 0 eng 2010050389 9780470976319 (hardback) 9781119993803 (ebk) 9780470976500 (ebk) 9780470976494 (ebk) DLC DLC DLC BD-DhUL pcc 658.812 BAB Barwise, Patrick. Beyond the familiar : long-term growth through customer focus and innovation / Patrick Barwise and Seán Meehan. Hoboken, N.J. : Jossey-Bass/Wiley, 2011. x, 174 p. : ill. ; 23 cm. includes index. "Strong customer-focused companies have a clear, relevant promise which they obsessively deliver day-in, day-out. At the same time, they relentlessly drive the market by evolving the offer in the face of market developments and opportunities. Because they meet customer needs better than the competition, again and again, they are able to generate sustainable, profitable, market-leading organic growth. The problem the book addresses is how to achieve this. The authors identify five key steps using their framework for success: Offer a clear, relevant customer promise Build customer trust by reliably delivering that promise Continuously improve the promise, while still reliably delivering it Drive the market by innovating beyond the familiar Support all this with an open organization that promotes frank discussion based on clear facts and market feedback. Above all the book runs counter to the fashionable claim that the starting-point for business success should be to find a 'blue-sky', 'out-of-the-box' breakthrough innovation. Barwise and Meehan use many compelling cases to illustrate how managers can find ways within their existing network and organization to achieve long term growth."-- Provided by publisher. Customer services. Success in business. Meehan, Seán. Table of contents only http://www.loc.gov/catdir/enhancements/fy1102/2010050389-t.html Publisher description http://www.loc.gov/catdir/enhancements/fy1102/2010050389-d.html Contributor biographical information http://www.loc.gov/catdir/enhancements/fy1106/2010050389-b.html ddc BK re04 2010-12-02 re04 2010-12-02 ONIX to Social Sciences xe04 2011-06-21 1 copy rec'd., to CIP ver. 141194 141194 0 0 ddc 0 658_812000000000000_BAB 0 NFIC 266676 DUL DUL GEN 2016-12-22 Purchased 658.812 BAB 475266 2016-12-22 2016-12-22 BK