In the book, The Mind of the Customer by Richard Hodge & Lou 
Schachter, there is a passage that talks about the idea that it is the manager's responsiblity to develop a customer-centric system and processes. The authors highlight steps that managers can take in making this system work:
· integrate customer support systems...and create a communication vehicle between teams chartered to support and to sell
· manage accounts and opportunities in a way that is aligned with your buyers' interests
· partner with outside experts to create and implement a customer loyalty program
· build systems to increase speed and accuracy of responding to customer inquiries
· provide information to customers in the manner and form they prefer
The book also provides numerous tips and insider information from executives of top companies such as Lexus, Nokia, and UPS. Read more...
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