DAFTAR ISI BAB 1 Business Landscape and ITS Challenge BAB 2 Principle 1 Information Technology Carries more emotional messages BAB 3 Most Customers in this interactive world are WO-MEN BAB 4 Most Competitive advantages are from “Feel” benefits BAB 5 Customer Insight is the best tool to find out the customer’s hidden needs BAB 6 Be Intuitive, not interpretative BAB 7 Be Proactive,…