Publisher's Synopsis
Provides a number of practical tools for evaluating the marketing performance of organizations and, as a result, identifying how to improve performance. The author argues that the process of marketing goods and services is simple in concept, but invariably fails in practice, through muddled and confused management decisions and a lack of commitment. The book stresses the importance of the concept of the long-term customer as the crucial factor for company survival. The book is accompanied by a HTV video.
