Argues the case for developing loyalty among customers, as applied to stakeholders and including investor loyalty. Uses an illustration of a man wagging his finger at a dog as a dig at present thinking, regarding the social contract between employers and employees. Describes how companies...

Declares that strategy helps firms prepare for the future as it allows managers to identify, and then take, opportunities to add value to their customers. Advocates that the value chain concept is built around the idea that value is added — in sequence — by suppliers along the chain....

Suggests a helpful improvement for many organizations is to get them thinking in terms of the whole services that their customers receive from the company's offering rather than in terms of the product itself. Uses Figures for explanatory emphasis and a highlighted box for key points; also...

Advances that profitability and growth are directly linked to customer and employee satisfaction, through the delivery of excellent service. Pinpoints, in boxes highlighted for emphasis, the virtuous circle of excellent service and the five dimensions of excellent service. Lists ten...

States electronic business changes traditional relationships between seller and buyer, shifting markers for competitive advantage. Posits, in e‐business, if the only thing left is how buyer and seller interact then what matters is managing the customer relationship. Uses 3 Figures for...

Reckons that success in e‐commerce or e‐business means companies' strategy must be to use 50% of their technology budget on customer nurturing. Highlights eight factors for success which companies should take: find out who customers are and target them; look after every stage of the...