Additional quotes from Armstrong & Kotler

"Customer-centered new-product development begins and ends with solving customer problems." Armstrong & Kotler, Ch. 8 – P.274

"Reaching service profits and growth goals begins with taking care of those who take care of the customers." Armstrong & Kotler, Ch. 7 – P.235

"Selecting and partnering with resellers is not easy. No longer do manufacturers have many small, independent resellers from which to choose… These [large] organizations frequently have enough power to dictate terms or even shut smaller manufacturers out of large markets." Armstrong & Kotler, Ch. 3 – P.98

"The major activity in strategic planning is business portfolio analysis, whereby management evaluates the products and businesses making up the company." Armstrong & Kotler, Ch. 2 – P.72

"In its quest to create customer value, the firm needs to look beyond its own value chain and into the value chains of its suppliers, distributors, and ultimately, customers…. More companies are partnering with the other members of the supply chain to improve the performance of the customer delivery network." Armstrong & Kotler, Ch. 2 – P.78