BYValeria Maltoni Relevancy Score: 100 Sun Jun 28, 2009 at 8:36 PM
Quite a few years ago, Jan Carlzon wrote a book titled Moments of Truth. At the time, Calzon was the CEO of Scandinavian Airlines Systems and had helped the company reorient itself to become customer-driven. In his own words, a ...READ»
BYDonald Converse Relevancy Score: 23 Thu May 22, 2008 at 4:01 PM
Products alone can no longer sustain a company as a market leader, nor
can products alone be depended upon to build a small business.
Companies across all industries must treat customer service
as their primary product - one that ...READ»
BY Glenn Rifkin Relevancy Score: 12 Tue Dec 18, 2007 at 5:38 PM
Buckman Labs makes chemicals -- but it sells knowledge. The challenge: invent a way for the global salesforce to spend more time with customers and share its brainpower.READ»
