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Customer-Driven Change : What Your Customers Know, Your Employees Think, Your Managers Overlook by Bud Taylor is a book available to read on EtoBox.

What is Customer-Driven Change : What Your Customers Know, Your Employees Think, Your Managers Overlook about?

An accomplished change consultant offers valuable insight into using customer perspective to drive employee engagement and strategic innovation. In the world of business, theories of change always agree on two essential ingredients: committed leaders and engaged employees. Most would say that if you have these, you will have successful change—but how do you get them in the first place? And how do you maintain them through reorganization, new strategies, or necessary cutbacks? Change management expert Bud Taylor has a simple yet profoundly effective answer. In Customer Driven Change , he demonstrates the power of thinking about change from the customer's point of view. By encouraging leaders and employees to adopt a cohesive perspective—that of your customers—you will create sustained commitment and engagement within your organization faster than with any other approach. Title Page 2 Copyright 3 Acknowledgments 4 Contents 5 Foreword 7 Preface 9 Chapter 1. Painting the Picture 17 Part I. Vision: Discovering Our Customers 31 Chapter 2. Recognizing the Role of the Customer 32 Chapter 3. Organizational Readiness 57 Chapter 4. Building a Customer Strategy to Drive Change 83 Part II. Inn

Author

Bud Taylor

Publisher

Brown Books Publishing Group

Published

2011

Language

EN

ISBN

9781612540061

Subjects

Business, Management, Music