This third edition of a bestseller covers best practices, organizational responsiveness, market orientation, and strategic planning issues that lead to profitable and world-class customer service. This revised edition addresses current trends in value-adding business practice, from understanding how to drive a market and find new ventures to the rise in customer importance of the online arena and new models and metrics for customer loyalty and retention. In addition to updated information throughout the text, it also includes new chapters on social media networking and customer value metrics and models.