"I’ve always said that education without execution is just entertainment – and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn." 

    --Tim Sanders, Author of "Love is The Killer App" 

    According to Strativity's 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer’s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies’ commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers.

    Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.

Chapter 1: Understanding the Fatal Mistakes.
Chapter 2: Critical Choice 1: Who Are We, Customer Pleasers
or Efficiency Crunchers?
Chapter 3: Critical Choice 2: What Is the Role of the Customer
in Our Existence?
Chapter 4: Critical Choice 3: What Defines Our Total
Experience?
Chapter 5: Critical Choice 4: What Customers Do We Neglect?
Chapter 6: Critical Choice 5: What Kind of Relationships Do We
Seek?
Chapter 7: Critical Choice 6: How Do We Change Our
Organization to Avoid the Silo-Based Customer
Trap? How Do We Assume Complete Customer
Responsibility?
Chapter 8: Critical Choice 7: Do We Employ Functional Robots
or Passionate Evangelists?
Chapter 9: Critical Choice 8: Post-Sales Dialogue and Service—
Do We Really Care?
Chapter 10: Critical Choice 9: What Do Our Measurements Say
About Us?
Chapter 11: Critical Choice 10: How Long Do We Milk Our
Products?
Chapter 12: The Ultimate Choice: Customer Strategies—A
Mutual Lifetime Commitment.
Appendix: An Open Letter to the Smart Customer.

Author Descriptions

Lior Arussy is the founder and President of Strativity Group, Inc. (StativityGroup.com), which works with both Global 2000 companies as well as emerging businesses around the world. Prior to establishing Strativity Group, Arussy held executive positions at NICE Systems and Hewlett-Packard as well as various start-up companies.

He is the author of several publications, including The Experience!: How to Wow Your Customers and Create a Passionate Workplace, as well as more than fifty articles in such international publications as Harvard Business Review. Arussy's syndicated column "Focus: Customer" reaches more than 350,000 readers worldwide every month. He also has a bimonthly column for CRM magazine, is the winner of the CRM Influential Leader 2003 award, and is the author of the course "Developing and Executing Customer-centric Strategy" (American Management Association).