Explains what customer-centricity means in terms of how you work and its importance for project performance. This title uses tools and processes to guide customer-centric thinking to help you see the results of engagement and demonstrates how things can improve, even on difficult projects. 'Customer centricity should be in the DNA of every worthwhile organisation. Sadly this is not the case. This book and the themes which are developed will require executives and I.T. professionals to confront the truth about their fundamental relationship with the customer. If, through the application of the tools and approach represents a catalyst for changing mindsets, then this book will achieve a great deal. The book will require the reader to reflect upon all aspects of the customer proposition which for me is a key test for the true impact.' David Ankerson, Managing Director, Incite Management Consulting