Passionate and profitable : why customer strategies fail and ten steps to do them right / Lior Arussy.

Understanding the fatal mistakes
Critical choice 1
who are we, customer pleasers or efficiency crunchers?
Critical choice 2
what is the role of the customer in our existence?
Critical choice 3
what defines our total experience?
Critical choice 4
what customers do we neglect?
Critical choice 5
what kind of relationships do we seek?
Critical choice 6
how do we change our organization to avoid the silo-based customer trap?
Critical choice 7
do we employ functional robots or passionate evangelists?
Critical choice 8
post-sales dialogue and service, do we really care?
Critical choice 9
what do our measurements say about us?
Critical choice 10
how long do we milk our products?
The ultimate choice
customer strategies, a mutual lifetime commitment.