Anticipate: know what your customers want before they do / Bill Thomas, Jeff Tobe.

Strategy: creating and destroying customer value
Doing the right things for the wrong reasons
Not all customers are good customers
When customers speak who hears them?
Input is vital but involvement multiplies the value
It takes two
Customer focus is a process, not an event
Culture, the soft stuff is the hard stuff
Managing change, performance & talent
Leveraging your culture and value chain.