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The Book

“Customer Tuned Management Attitude” by Paul Linnell

Two questions I often get asked:
• “What does ‘CTMA’ stand for?”, and
• “When will the ‘CTMA blueprints’ be available?”
Well, this exciting new book addresses both questions.

“Customer Tuned Management Attitude” (CTMA) is a mind-set, a framework, an approach, (and now a book) to help business and public sector organisations become an “Adaptive Customer-Driven Enterprise” and achieve success by Getting CX Right!

The book contains a collection of frameworks, best practice, new practice, old practice, tools, tips and techniques that we have found, learned, developed, invented and used over a period of more than 30 years working with major corporate clients in many industries, and public sector agencies, in many countries around the world.

Your copy is probably waiting for you now, only a couple of clicks away, at Amazon Books. 😀:

The book is not about “technology”.  Technology is in a constant change of sophistication, effectiveness and relevance.  Where it helps you achieve your customer experience vision, it should be embraced and mastered.

But, technology should never become, or define, your CX vision, and your CX vision should not be limited by technology.

This book’s focus is on “the WHY”, “the WHAT” and “the HOW” of getting CX right, by using “CTMA” to build an adaptive customer-driven enterprise, and on what you should be doing with whatever technology is available to you.  Divided into three parts, the 20+ chapters in the book follow a journey from conceptual foundations, backed by research and analysis, through to a series of practical tools and techniques that you can adapt and use in your organisation to help you turn your customer experience vision, into a profitable and cost-effective customer experience reality.

© CTMA New Zealand Ltd.