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Purpose and benefits

Patty Seybold is best known for her 1998 book "Customers.com" . The book’s timing was impeccable. At a time when many companies were wrestling with the strategic and operational implications of the Internet, she argued that customers should come first. ‘What’s the formula for success?’ she asked. ‘Make it easy for customers to do business with you!’

In her most recent book, "The Customer Revolution" , Patty Seybold goes further, arguing that competitive advantage in the future will reside in ‘customer capital’—the quality of relationships that companies create with their customers. The new economy, she asserts, is a customer economy.