This chapter identifies the most important practical tools for becoming customer-focused and
results-oriented.
Tool
No.
The Applications
14Customer Wants and Needs
—What is the range of choices a customer may want or need from any business?
15Customer Focus
—What are the best practices of a customer-focused organization?
16Internal vs. External Customers
—Who is your customer?
17Ideal Future Vision
—What is your shared vision, or mission, and what are your core values?
18Whole Jobs
—What is needed to make everyone’s job fulfilling?
INCREMENTAL THINKING VS. THE FUTURE
Incremental thinking ...
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