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Managing Customer Value

2009-11-24 Business & Economics
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Release : 2009-11-24
Genre : Business & Economics
Kind : eBook
Book Rating : 36X/5 ( reviews)

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Book Synopsis Managing Customer Value by : Bradley Gale

Download or read book Managing Customer Value written by Bradley Gale. This book was released on 2009-11-24. Available in PDF, EPUB and Kindle. Book excerpt: Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.

Mastering Customer Value Management

2003 Consumer satisfaction
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Release : 2003
Genre : Consumer satisfaction
Kind : eBook
Book Rating : 076/5 ( reviews)

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Book Synopsis Mastering Customer Value Management by : Ray Kordupleski

Download or read book Mastering Customer Value Management written by Ray Kordupleski. This book was released on 2003. Available in PDF, EPUB and Kindle. Book excerpt: There is an emerging art and science of customer value management that is proving its worth inincreased market share and shareholder value for the companies that practice it. Customer value management is about: choosing value (determining what customers really value and developing your value proposition ) delivering value (making sure business processes are aligned with value proposition) communicating value (educating the market on your value proposition)The concepts of customer value management and the practical tools that have been developed to support them are the subject of this book.

Internet-Based Customer Value Management

2014-10-16 Business & Economics
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Release : 2014-10-16
Genre : Business & Economics
Kind : eBook
Book Rating : 551/5 ( reviews)

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Book Synopsis Internet-Based Customer Value Management by : Tymoteusz Doligalski

Download or read book Internet-Based Customer Value Management written by Tymoteusz Doligalski. This book was released on 2014-10-16. Available in PDF, EPUB and Kindle. Book excerpt: Customer value management is a managerial approach in which customers are perceived as the company’s asset, the value of which may be measured and increased through the organization of processes around customer relationships. This book deals with the topic of managing customer lifetime value on the internet, and more specifically on including the role of the internet in customer value proposition to enhance stakeholder and shareholder value. This book also discusses the possibilities of internet-based customer value management and presents a model describing the process leading to it. Its uniqueness lies in presenting a managerial approach to customer relationships rather than offering just another tool of e-marketing. The author’s approach is not limited by branches or sectors – differences in customer value management approaches are perceived through a prism of relationships between the company and its customers.

Managing Customer Value

2003 Business & Economics
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Release : 2003
Genre : Business & Economics
Kind : eBook
Book Rating : 316/5 ( reviews)

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Book Synopsis Managing Customer Value by : Bill Dodds

Download or read book Managing Customer Value written by Bill Dodds. This book was released on 2003. Available in PDF, EPUB and Kindle. Book excerpt: Providing the right combination of product quality, customer service and price is good business. Unless a business does something that creates value for their customer, then the chances of business success are nil.

Superior Customer Value

2018-12-07 Business & Economics
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Release : 2018-12-07
Genre : Business & Economics
Kind : eBook
Book Rating : 322/5 ( reviews)

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Book Synopsis Superior Customer Value by : Art Weinstein

Download or read book Superior Customer Value written by Art Weinstein. This book was released on 2018-12-07. Available in PDF, EPUB and Kindle. Book excerpt: Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.

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