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In today's competitive marketplace, customer value-a combination of
product and service benefits at a fair price that creates value in
the minds of customers-is the key variable for business success.
Using several comprehensive and highly integrated frameworks, Peter
Duchessi provides strategies for defining customer value and for
developing the critical business, personnel, quality, and
information systems that are responsible for delivering customer
value. Whereas other books focus on just one of these critical
areas, Crafting Customer Value provides a comprehensive account of
what a company must do and how to go about doing it in each area.
The author's numerous vignettes and cases illustrate how successful
companies set clear business direction, formulate a customer value
strategy, design and implement new business processes, develop a
loyal cadre of employees, institute effective quality programs, and
deploy state-of-the-art information systems. This book is a
valuable guide for managers who are interested in transforming
their companies into customer value-added enterprises that can earn
high profits.
This work shows how companies can avoid commoditization by
delivering superior customer value. It provides an account of what
a company must do and how to go about doing it in each critical
area. It utilizes numerous vignettes and mini-cases drawn from
several large and medium-sized companies to illustrate its points
and shows the application of frameworks, models, concepts and
techniques.
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