Passionate and Profitable: Why Customer Strategies Fail and Ten Steps to Do Them Right! »

Lior Arussy is the founder and President of Strativity Group, Inc. (StativityGroup.com), which works with both Global 2000 companies as well as emerging businesses around the world. Prior to establishing Strativity Group, Arussy held executive positions at NICE Systems and Hewlett-Packard as well as various start-up companies. He is the author of several publications, including The Experience!: How to Wow Your Customers and Create a Passionate Workplace, as well as more than fifty articles in such international publications as Harvard Business Review. Arussy's syndicated column "Focus: Customer" reaches more than 350,000 readers worldwide every month. He also has a bimonthly column for CRM magazine, is the winner of the CRM Influential Leader 2003 award, and is the author of the course "Developing and Executing Customer-centric Strategy" (American Management Association).

Why, despite spending billions of dollars in customer relationship programs and other customer initiatives, do some companies still exhibit poor results in gaining and holding on to customers? Intentions and initiatives are common, but the harder task is living and executing them. Passionate and Profitable takes a critical stand on customer relationships and offers a new approach to help you build strong relationships that have customers returning again and again—for years to come!

There is not one company out there that doesn't claim to put their customers first, yet very few of them can demonstrate long-term success in forming strong, sustainable, and profitable relationships with customers. Passionate and Profitable details the critical decisions and trade-offs companies must make in order to focus their efforts on the customer. These choices are often tough but necessary to establish a relationship that goes beyond the occasional and accidental.

Brimming with exercises that you can apply to your own business as well as case studies on companies who have built strong customer relationships, including American Express, Virgin Atlantic Airways, GE, Aveda, Paychex, and Disney, Passionate and Profitable covers such topics as:

• Who Are We: Customer Pleasers or Efficiency Crunchers?
• What Is the Role of the Customer in Our Existence?
• What Defines Our Total Experience?
• What Customers Do We Neglect?
• What Kind of Relationships Do We Seek?
• How Do We Change Ourselves to Avoid the Silo-Based Customer Trap?
• Do We Employ Functional Robots or Passionate Evangelists?
• Post-Sales Dialogue and Feedback, Do We Really Care?
• What Do Our Measurements Say About Us?
• How Long Do We Milk Our Products?
• The Ultimate Choice-Customer Strategies—A Mutual Lifetime Commitment

Embrace the challenges set forth in Lior Arussy's Passionate and Profitable and reap the rewards of forging long-term relationships with your most valuable asset: your customers!

(2) What Is the Role of the Customer in Our Existence?

(3) What Defines Our Total Experience

(4) What Customers Do We Neglect?

(5) What Kind of Relationships Do We Seek?

(6) How Do We Change Ourselves to Avoid the Silo-Based Customer Trap?

(7) Do We Employ Functional Robots or Passionate Evangelists?

(8) Post Sales Dialogue and Feedback, Do We Really Care?

(9) What Do Our Measurements Say About Us

(10) How Long Do WE Milk Our Products?

(11) The Ultimate Choice--Customer Strategies--A Mutual Lifetime Commitment.