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How creating customer value makes you a great executive / Gautam Mahajan.

By: Material type: TextTextSeries: Service systems and innovations in business and society collectionPublisher: New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, [(c)2018.]Edition: First editionDescription: 1 online resource (xvi, 138 pages)Content type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 9781631579899
Subject(s): Genre/Form: Additional physical formats: Print version:: No titleLOC classification:
  • HF5415
Online resources: Available additional physical forms:
Contents:
1. What is and how to use customer value -- 2. Components of customer value -- 3. Measuring value (customer value added) -- 4. Meaning of data and how to use it -- 5. Using customer value data usefully -- 6. Customer value data and business results -- 7. Loyalty curves and value maps -- 8. Customer value and loyalty -- 9. Total customer value management and customer culture -- 10. Customer strategy -- 11. Customer-centric circles -- 12. Customer's bill of rights -- 13. Employee value added -- 14. Total customer value management, pricing and preventing commoditization -- 15. Customer value ideas for you -- 16. Discussion of what you have learned earlier -- 17. Conclusion -- Appendix. Short guide to customer value management -- Index.
Abstract: More and more executives and companies are using the phrase "Customer Value." Yet its understanding in main stream management is hazy. The word "value" is overused and under understood. Chris Ross, the pharma industry writer, has suggested that "There's a strong argument for changing the term 'marketing' and renaming it 'value creation'." Yet most companies try to create value, and fail to do so as well as they could. Why is it this the case? Because executives do not have the tools to implement Customer Value completely to their benefit and the success of their company. This book corrects this in simple steps, defining value and Customer Value, how it builds loyalty, market share, and profitability; and how Customer Value can be measured and created. Fundamentally, value means doing good for others, and this can be done easily and increases the value (worth of your offering). The book suggests easy methods such as building a Customer strategy, breaking silos, bringing all departments into focusing on the Customer, measuring Customer Value Added, instituting a company-wide circle of promises that ensures promises made to Customers are kept, starting Customer-Centric circles, Customer Bill of Rights, using resources such as Total Customer Value Management and quality techniques on Customers, thereby building Customer-centricity and marketplace success.
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Holdings
Item type Current library Collection Call number URL Status Date due Barcode
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) G. Allen Fleece Library ONLINE HF5415 (Browse shelf(Opens below)) Link to resource Available BEP11462633
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) G. Allen Fleece Library Non-fiction HF5415 (Browse shelf(Opens below)) Link to resource Available 11462633

Includes bibliographies and index.

1. What is and how to use customer value -- 2. Components of customer value -- 3. Measuring value (customer value added) -- 4. Meaning of data and how to use it -- 5. Using customer value data usefully -- 6. Customer value data and business results -- 7. Loyalty curves and value maps -- 8. Customer value and loyalty -- 9. Total customer value management and customer culture -- 10. Customer strategy -- 11. Customer-centric circles -- 12. Customer's bill of rights -- 13. Employee value added -- 14. Total customer value management, pricing and preventing commoditization -- 15. Customer value ideas for you -- 16. Discussion of what you have learned earlier -- 17. Conclusion -- Appendix. Short guide to customer value management -- Index.

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More and more executives and companies are using the phrase "Customer Value." Yet its understanding in main stream management is hazy. The word "value" is overused and under understood. Chris Ross, the pharma industry writer, has suggested that "There's a strong argument for changing the term 'marketing' and renaming it 'value creation'." Yet most companies try to create value, and fail to do so as well as they could. Why is it this the case? Because executives do not have the tools to implement Customer Value completely to their benefit and the success of their company. This book corrects this in simple steps, defining value and Customer Value, how it builds loyalty, market share, and profitability; and how Customer Value can be measured and created. Fundamentally, value means doing good for others, and this can be done easily and increases the value (worth of your offering). The book suggests easy methods such as building a Customer strategy, breaking silos, bringing all departments into focusing on the Customer, measuring Customer Value Added, instituting a company-wide circle of promises that ensures promises made to Customers are kept, starting Customer-Centric circles, Customer Bill of Rights, using resources such as Total Customer Value Management and quality techniques on Customers, thereby building Customer-centricity and marketplace success.

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