Customers Lead

The book is divided into three parts that build on one another but can be read independently. Part 1 examines the conditions under which employees commit themselves voluntarily and the role their personal goals play in that. Part 2 surveys the established leadership theories and styles and works out their reach and their limits. Part 3 presents internal customer orientation as the solution, including the tools for introducing it and the metrics for measuring its success. Because the reliability of internal processes can be measured, weaknesses in individual parts of the company can be detected early. Numerous management tools and 21 case studies from business practice make the concept applicable, and verifiable, in day-to-day operations.