THE LAST LINK Closing the Gap That Is Sabotaging Your Business

Occasionally sharing the narration with an uncredited female narrator, Adam Grupper uses an urgent tone to good effect in this searing lesson on staying connected with customers. His approach fits the writing, which is vigorous and analytical in its intent on making CEOs take notice. The "last link," the author says, is interface management--carefully positioning and executing every customer interaction so that the company's product strategy can be totally in sync with customer needs. Sparing no detail, he gives vivid examples of disciplined positioning that works, and frightening tales of less diligent companies that lose both market share and reputation. This agitating lesson covers a lot of ground and is held together by its thoroughness and its emphasis on going that extra mile, intelligently and relentlessly. T.W. © AudioFile 2008, Portland, Maine [Published: APR/ MAY 08]