This book investigates the strategic methodologies required for organizations to cultivate enduring customer relationships in a competitive global marketplace. James A. Unruh, former CEO of Unisys Corporation, leverages his executive experience to propose a structured six-stage framework for business development. By synthesizing insights from interviews with leaders across 100 international companies, the author argues that sustainable growth depends on the integration of employee training, advanced measurement systems, and customer-centric technology.

Management professionals frequently cite this work as a practical resource for operationalizing customer relationship management. Experts note that the text provides a clear, actionable roadmap for managers seeking to improve organizational performance through structured service initiatives.