This book represents an extended and thoroughly revised version of a collection of information on customer focused organization of the globe and few examples of Indian organizations as well. The key idea is to deal with a wide range of complex problems that the organizations are facing today related to the customer and retaining them.
Most of the material in this book was developed for lecture notes for teaching MBA classes in India on the most promising subject matter related to customer centric organizations. A substantial proportion of the material is prepared specifically for this book; part is taken from published articles. With respect to the original collection of lecture notes, this new version contains several improvements, and several improvements, and several new customer problems and related solutions are also discussed.
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