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The Satisfied Customer
Claes Fornell

In an economy where buyers are getting more powerful at the expense of sellers, good management of customer relationships is becoming an essential ingredient for economic value creation, proposes Claes Fornell in The Satisfied Customer ( www.palgrave.com). As buyers become increasingly empowered, investors are going to pay more attention to the quality of a firm’s customer relationships, he foresees. “Managing the organisation as a portfolio of customers with the purpose of maximising the value of customer relationships is a formula for both wealth creation and economic growth,” reads a snatch of valuable insight in the book. “The key to value creation is to see to it that all stakeholders – customer, employees, and shareholders – are treated as investors.” Recommended addition to your shelf.

D. Murali

http://BookPeek.blogspot.com

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