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The book gives exclusive chapter titled Ten Commandments of Customer centricity. The book is all about addressing customer satisfaction. Managing the transition from customer satisfaction to customer delight. Making sure customers are Happy and continuously using feedback from customers to improvise products in relation to competition's products. The book lays equal emphasis on both Manufacturing & IT services. Agile & scrum practices as applied to managing Global IT projects & the impact on global business & emerging best practices are dealt . Challenges of employee attrition in IT projects, their impact on Projects & methods to address them are explained.
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