This customer-driven approach to reengineering is essential for organizations wanting to develop and increase customer loyalty. Customer Centered Reengineering is a tested framework for realigning strategy, structure, and systems around the customer, this book shows how to: integrate customer's needs with reengineering efforts; initiate and lead the reengineering effort by embracing the 7 C's: closeness, clarity, courage, creativity, competencies, commitment, and consistency.

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