Baker's book evolves the rationale for defining the success of a business the same way the customer does. With impeccable logic, he leads the charge for effecti... » 

Baker's book evolves the rationale for defining the success of a business the same way the customer does. With impeccable logic, he leads the charge for effectiveness over efficiency by shining the spotlight on the realities of today's knowledge economy. Measure What Matters to Customers is a Rosetta stone for leaders who are trying to translate what they measure into value for the customer. «