The Customer Revolution

How to Thrive When Customers Are in Control
By Patricia Seybold, with Ronni Marshak
Published in May, 2001, by Crown Business

You are no longer in control of your company's destiny . . .

In The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company.

This book points to companies around the world that are reshaping entire industries as they invent new, customer-centered business models. Some examples of these companies are Charles Schwab, Hewlett Packard, Medscape, National Semiconductor, Okobank, Snap-on, Tesco, and W.W. Grainger.

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