Is your firm applying its efforts to the things that matter most to your customers? Are you wasting resources and failing to meet customer needs while missing market share? Many companies fail to apply resources to best meet customer needs. Prof. McNair and Polutnik show the real metrics that matter here and give you a perspective on how to improve your competitive position without spending more, but instead by applying your efforts to the things that really matter.

Editor's Note: This is a simple but incredibly practical and useful concept.