Published Books
Ideas for Better Business
Books exploring strategic account management, customer experience, customer psychology, strategy and the realities of creating value in modern organisations.
Where Value Lives
Strategic Account Management Inside the Customer’s Mind
What if value doesn’t live in your product, your service or even your organisation? Where Value Lives explores Strategic Account Management from a different perspective: the five inches between the customer’s ears — the only place where quality, value and competitive advantage ultimately become real.
More Books by Fred Mills
Practical thinking for managers, leaders and customer-facing professionals.
The Definitive Guide to Key Account Management
A practical guide to the principles, tools and techniques required to identify, develop and manage an organisation’s strategically important customer relationships.
The Sum of its Parts
An exploration of conglomerates, diversified businesses and the strategic challenge of creating an organisation whose combined value is greater than that of its individual parts.
The Mind of the Customer
An exploration of how customers think, perceive value and make decisions — and what that means for the way organisations communicate with and serve them.
The CX Masterclass
A practical blueprint for understanding, designing and managing exceptional customer experiences across the organisation.