We recommend the book "How Customers Think" by Gerald Zaltman, published by Harvard Business School Press (left click on graphic to read quote)
The book addresses the new paradigm for Marketing of an integrated Mind-Brain-Body-Society between managers and customers. While the focus is on top management who must make long-term market decisions there is a lot that middle and frontline managers can learn and take from this knowledge
Our objective through the practice "Propel Frontline Leaders" is to simply give team leaders and frontline managers a process, set of actions, to lead this non-verbal portion of thought, emotion, learning, and communication. A career skill and enterprise tool to lead relationships, the "people" part, for follow-through (continuation) of their existing management systems or structure.
Yes, we believe, the next frontier in the workplace is to lead relationships in daily operations. Using leadership activities (processes) to complement and continue (not change) the management of relationships using programs and systems. We call it, CRL (Customer Relationship Leadership) activities to complement your CRM activities.
For additional insights into the insights of Dr. Gerald Zaltman visit this blog from Customer Service Reader - http://customerservicereader.typepad.com/customer_service_reader/2006/03/zaltman_on_crea.html
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