Vandermerwe, Sandra. <br/><br/>
Breaking through :  implementing customer focus in enterprises / 
Sandra Vandermerwe. 
 - New York :  Palgrave Macmillan,  2004. 
 - xi, 209 p. :  ill. ;  24 cm. 
<br/><br/> Includes index. 
<br/><br/>Includes bibliographical references. 
<br/><br/><label>ISBN: </label>1403935033 (hbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction.<br/>Customer relations.<br/>Organizational change.<br/>Organizational effectiveness.