The Hidden Wealth of Customers: Realizing the Untapped Value of Your Most Important Asset

Bill Lee is President of Lee Consulting Group. He is also CEO of the Customer Strategy Group, which organizes industry-leading conferences, including the Summit on Customer Engagement, Customer Reference Forum, Summit on Customer Communities, and CAB Exchange Summit. For eight years his organizations have provided educational, research, and consulting services to many of the world's top firms, such as IBM, AT&T, Apple, Microsoft, Wells Fargo, CA Technologies, Dell, Salesforce.com, and others.

"If you are looking for ways to deepen your relationship with your customers, this book will definitely give you some great ideas and some strong recommendations on how to track and measure your efforts." -- Business 2 Community (business2community.com) "If you are looking for ways to deepen your relationship with your customers, this book will definitely give you some great ideas and some strong recommendations on how to track and measure your efforts." -- Social Media, Marketing & Musings (margieclayman.com) Bill Lee's "The Hidden Wealth of Customers" is one of most insightful business books I've read this year. As I described in my "Forbes" interview with Bill [...], he posits useful strategies that go above and beyond the established wisdom for how to cement customer loyalty. He uses ample case studies with real, behind-the-scenes information about companies like Salesforce.com and the innovative tactics they use to make themselves indispensable to their customers. I think most business owners or executives can learn a great deal from this book and would recommend it highly. -- Dorie Clark, "Forbes" Online Columnist "I'm willing to bet that most companies don't know who their 'rock star' customers are, and are missing a big piece of their future revenue engine as a result. This much-needed book shows how to capture that missing piece." -- Brian Householder, Senior Vice President, Worldwide Marketing and Business Development, Hitachi Data Systems "As with many business books, I had originally planned to skim this one. However, I was hooked after the first chapter. Lee covers some great concepts very well. Unfortunately, I can't associate my name with the book, because two of the firms prominently mentioned are key competitors of ours." -- Chief Customer Officer, a Fortune 500 firm "Since 2007, corporate America has been focused first on survival and second on expense reduction as a means to growing profitability. Revenue growt