Brent Finnamore

The 5 Realizations for a Customer-Focused Organization Brent Finnamore

Customer-Focus is becoming a priority for more and more organizations and their competitors today and for a good reason - a growing body of research is showing us that improving customer service is one of the highest return on capital investments a company can make. The 5 Realizations of a Customer-Focused Organization takes you through the five realizations and their corresponding criteria for a degree of customer-focus that delivers financial results. Realization 1 - "If I get paid, I have customers," leads to A Culture of Service. Realization 2 - "We must do everything from the outside-in," leads to Customer Centricity. Realization 3 - "We must not try to satisfy everyone, it's hard enough to delight some," leads to Focused Excellence. Realization 4 - "We cannot know our customers too well," leads to Customer Intimacy. Realization 5 - "Everything starts and ends with leadership," leads to Management Support. Each of the five criteria are detailed and shown on a five-point scale for degree of realization, giving you a complete formula and a concrete action plan for implementation. If you're ready to turn your organization's focus from inward to outward, the proven, concise methodologies found in this book by Brent Finnamore, founder of The Finnamore Group Inc. will show you the way.