Become a hero in your company (and make your customers pretty chuffed too):
Understand the financial benefits
Having clear commercial goals gives you the best chance of success.
Don't waste time on things that don't work
Learn what works, and discover why many common practices are a complete waste of your time.
How to improve satisfaction and profit
The final breakthrough that gave better results than everything else put together.
Sustain the improvements & performance
Once you've achieved the quick wins learn how to improve efficiency and reduce costs.