Using Information to Develop a Culture of Customer
Centricity sets the stage for understanding the holistic
marriage of information, socialization, and process change
necessary for transitioning an organization to customer centricity.
The book begins with an overview list of 8-10 precepts associated
with a business-focused view of the knowledge necessary for
developing customer-oriented business processes that lead to
excellent customer experiences resulting in increased revenues.
Each chapter delves into each precept in more detail.