Executive Summary. Business today has evolved to become more customer oriented. Companies are shifting towards the customer segment focusing on customer relationship management, customer lifetime value and customer retention. General Electric (GE), a diversified company and already so successful in the old economy, was not spare from the shift either. Its former CEO, Jack Welch, executed a series of changes in the company to prepare GE for the shift towards customer focus. Once there, it …showed first 75 words of 5056 total…

…showed last 75 words of 5056 total…com/LoyaltyPRT/company.html (Google) 40.<Tab/>TheFreeDictionary.com (2004) "Value Engineering" 5.5.2004. http://encyclpedia.thefreedictionary.com/Value%20engineering (Google) 41.<Tab/>Ulstrup, L. (2000) "Managing Government's Customer Relationships" 13.4.2004. http://www.netcaucus.org/books/egov2001/pdf/Managing.pdf (Google) 42.<Tab/>Welch, J. (2004) "Straight from the Gut" The European Conference On Customer Management: Interactive Session, 13.4.2004. http://www.ecsw.com/ecswUK2004/session.asp?session=Keynote+Sessions&sid=10 (Google)