Many organizations think they know who their competitors are, but their customers might have a very different perspective.

Many business-to-business (B2B) organizations keep branding in the background, but at New Pig, branding takes center stage.

Most organizations collect information about their customers, but few know which data to rely on and how to use it. Best-practice organizations handle customer information differently from the average organization.

Frameworks should link organizational work with employee and customer values.

Chris Gardner, director of performance improvement at APQC, describes how quality can be measured and how customer requirements should be incorporated into management decisions.

Chris Gardner, director of performance improvement at APQC, explains why organizations should base measures of quality on what customers value.

As one of the titles in the APQC's Passport to Success series, Customer Value Management: A Guide for Your Journey to Best-Practice Processes provides readers with a practical approach to implementing a ...

This 11-page profile of Nortel Networks provides an organizational background, along with a summary of the data and communications company's experience in using what customers value to guide a business.

This eight-page profile of Hewlett-Packard Company provides an organizational background, along with a summary of the Idaho-based company's experience in using what customers value to guide a business.

This ten-page profile of Butler International provides an organizational background, along with a summary of the technical services provider's experience in using what customers value to guide a business.