Focus your organisation on customers and form successful working partnerships with clients.

Andy Bruce, co-founder of SofTools Ltd. and Ken Langdon, former sales and marketing executive, have co-written 3 books in the Essential Managers series: 'Project Management', 'Strategic Thinking' and 'Do It Now!' Ken has also co-written Essential Managers 'Appraising Staff'.

Understanding customers: why put customers first?; focusing on your best customers; understanding the end customer; finding out what customers want; understanding customer groups; understanding the buying process. Reviewing your approach: setting customer-first objectives; improving your business processes; providing customer support; developing products and services; using customer information; using best practices; making customer-focused decisions. Delivering satisfaction: promoting a customer-first attitude; developing a customer-first culture; forming partnerships; handling change effectively; succeeding with e-business; communicating clearly; dealing with complaints. Improving performance: looking for lasting benefits; building a loyal customer base; learning and innovating; evolving towards future customers; assessing your customer-first skills.