TY  - BOOK
AU  - Cochran,Craig
TI  - Becoming a customer-focused organization
SN  - 1932828052
U1  - 658.812 
PY  - 2006///
CY  - Chico, Calif.
PB  - Paton Press
KW  - Relaciones con los clientes
N1  - The customer focus inventory -- Leadership drives customer focus -- The process matrix -- Lean processes and customer focus -- Fundamentals of effective customer feedback -- Developing a customer survey -- The truth about customer complaints -- Training to drive customer focus -- Getting to know your customers -- Innovation management
UR  - http://www.loc.gov/catdir/toc/ecip062/2005029500.html
ER  -