* The Challenge: Turning Turmoil into Customer-Centered Growth * From Identity Crisis to Laser-Beam Focus * From Listening to to Hardwiring the Voice of the Customer * From Teamitis to Universal Collaboration * From Customer Satisfaction to Lasting Customer Enthusiasm * From Facilitative Leadership to Contact Leadership * Epilogue: Lighten Up

Richard Whiteley, author of The Customer-Driven Company (selected by Fortune as one of the best books of the year), is Vice Chairman and cofounder of The Forum Corporation. Diane Hessan is executive vice president at Forum. Each author holds an M.B.A. from Harvard Business School. Richard Whiteley, author of The Customer-Driven Company (selected by Fortune as one of the best books of the year), is Vice Chairman and cofounder of The Forum Corporation. Diane Hessan is executive vice president at Forum. Each author holds an M.B.A. from Harvard Business School.