Superior Customer Value

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Superior Customer Value

Art Weinstein
Superior Customer Value Book PDF

Author : Art Weinstein
Publisher : Routledge
Page : 230 pages
File Size : 50,7 Mb
Release : 2018-12-07
Category : Business & Economics
ISBN : 9781351214322

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Superior Customer Value by Art Weinstein Pdf

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.

Superior Customer Value

Art Weinstein
Superior Customer Value Book PDF

Author : Art Weinstein
Publisher : CRC Press
Page : 323 pages
File Size : 55,5 Mb
Release : 2012-02-24
Category : Business & Economics
ISBN : 9781439861288

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Superior Customer Value by Art Weinstein Pdf

A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers — this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and fast-changing businesses, managers may lose sight of customers’ desires. And, consequently, customer experiences often fall far short of expectations. Written by an expert with more than fifteen years of experience, Superior Customer Value: Strategies for Winning and Retaining Customers, Third Edition benchmarks the best companies and shows you what it truly means to create world-class value for customers. The book is a state-of-the-art guide to designing, implementing, and evaluating a customer value strategy in service, technology, and information-based organizations. It explores key marketing planning issues that emphasize relationship management strategies to keep customers happy. See What’s New in the Third Edition: New topics include: Business models Co-creation of value Corporate entrepreneurship Customer experience management Customer value metrics Net promoter score Image Innovation Social media Expanded coverage of: Customer relationship management E-business opportunities Written as an academic textbook for use in MBA programs, the book is highly readable, practical, and action-oriented, giving managers at all levels of experience guidance on how to improve marketing operations and create customer-centric organizations. It explains valuable tools such as customer value funnel, customer value assessment, service-quality-image-price (SQIP) analysis, and CRM models. Each chapter has a customer value insight checklist, action items, and informative figures and tables. This revised edition addresses current trends in value-adding business practice, from understanding how to drive a market and find new ventures to the rise in customer importance of the online arena and new models and metrics for customer loyalty and retention. Great companies amaze and delight customers — Superior Customer Value offers a strategic blueprint to learn from the market leaders and apply those lessons to your organization. Art Weinstein discusses the book in several videos on the CRC Press YouTube Channel.

Superior Customer Value in the New Economy

Simon Ang,Alejandro Oliva
Superior Customer Value in the New Economy Book PDF

Author : Simon Ang,Alejandro Oliva
Publisher : CRC Press
Page : 406 pages
File Size : 55,7 Mb
Release : 2004-05-27
Category : Business & Economics
ISBN : 9780203501498

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Superior Customer Value in the New Economy by Simon Ang,Alejandro Oliva Pdf

Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the busin

Designing and Delivering Superior Customer Value

Art Weinstein,William C. Johnson
Designing and Delivering Superior Customer Value Book PDF

Author : Art Weinstein,William C. Johnson
Publisher : CRC Press
Page : 338 pages
File Size : 47,9 Mb
Release : 2020-03-25
Category : Business & Economics
ISBN : 9781000083453

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Designing and Delivering Superior Customer Value by Art Weinstein,William C. Johnson Pdf

First Published in 1999, this book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s).

Creating Customer Value Through Strategic Marketing Planning

Edwin J. Nijssen,Ruud T. Frambach
Creating Customer Value Through Strategic Marketing Planning Book PDF

Author : Edwin J. Nijssen,Ruud T. Frambach
Publisher : Springer Science & Business Media
Page : 148 pages
File Size : 48,5 Mb
Release : 2013-11-11
Category : Business & Economics
ISBN : 9781475732771

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Creating Customer Value Through Strategic Marketing Planning by Edwin J. Nijssen,Ruud T. Frambach Pdf

Creating and delivering superior customer value is essential for organizations operating in today's competitive environment. This applies to virtually any kind of organization. It requires a profound understanding of the value creation opportunities in the marketplace, choosing what unique value to create for which customers, and to deliver that value in an effective and efficient way. Strategic marketing management helps to execute this process successfully and to achieving sustainable competitive advantage in the market place. Creating Customer Value Through Strategic Marketing Planning discusses an approach that is both hands-on and embedded in marketing and strategy theory. This book is different from most other marketing strategy books because it combines brief discussions of the underlying theory with the presentation of a selection of useful strategic marketing tools. The structure of the book guides the reader through the process of writing a strategic marketing plan. Suggestions for using the tools help to apply them successfully. This book helps students of marketing strategy to understand strategic marketing planning at work and how to use specific tools. Furthermore, it provides managers with a practical framework and guidelines for making the necessary choices to create and sustain competitive advantage for their organizations.

Value Merchants

James C. Anderson,Nirmalya Kumar,James A. Narus
Value Merchants Book PDF

Author : James C. Anderson,Nirmalya Kumar,James A. Narus
Publisher : Harvard Business Press
Page : 253 pages
File Size : 40,6 Mb
Release : 2007-11-07
Category : Business & Economics
ISBN : 9781422131077

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Value Merchants by James C. Anderson,Nirmalya Kumar,James A. Narus Pdf

Do your salespeople feel under extreme pressure to retain accounts or gain new business at any cost? If so, you may be leaving big money on the table. Consider the integrated-circuit supplier representative who lost $500,000 of potential profit on a single transaction, just to "win" a deal that he would have closed anyway at the higher price. Do not make price concessions. Become a value merchant instead. In this authoritative book, James Anderson, Nirmalya Kumar, and James Narus explain how companies in business markets can use customer value management techniques to estimate the value of your market offerings, create value propositions that resonate with your customers, and maximize the return you will get on the superior value that you deliver. Drawing on extensive research and detailed case studies of companies like Sonoco, Tata Steel, and Quaker Chemical, Value Merchants will change the mindset and behavior of your executives, sales management, representatives, and marketers—as well as your customers.

Mastering Customer Value Management

Ray Kordupleski
Mastering Customer Value Management Book PDF

Author : Ray Kordupleski
Publisher : Customer Value Management I
Page : 372 pages
File Size : 49,9 Mb
Release : 2003
Category : Consumer satisfaction
ISBN : 1893673073

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Mastering Customer Value Management by Ray Kordupleski Pdf

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.

Managing Customer Value

Bradley Gale
Managing Customer Value Book PDF

Author : Bradley Gale
Publisher : Simon and Schuster
Page : 432 pages
File Size : 53,5 Mb
Release : 2009-11-24
Category : Business & Economics
ISBN : 143918836X

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Managing Customer Value by Bradley Gale Pdf

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.

Creating and Managing Superior Customer Value

Arch G. Woodside,Michael Gibbert,Francesca Golfetto
Creating and Managing Superior Customer Value Book PDF

Author : Arch G. Woodside,Michael Gibbert,Francesca Golfetto
Publisher : Emerald Group Publishing
Page : 488 pages
File Size : 44,8 Mb
Release : 2008-11-01
Category : Business & Economics
ISBN : 9781848551725

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Creating and Managing Superior Customer Value by Arch G. Woodside,Michael Gibbert,Francesca Golfetto Pdf

Advances theory and offers tools for measuring value dimensions and strength. This work focuses on advancing value theory, research and strategy in business-to-business contexts. It is suitable for improving thinking, decisions, and actions relating to the creation, marketing, and purchasing of superior value in products and services.

Superior Customer Value

Art Weinstein,D. Hank Ellison
Superior Customer Value Book PDF

Author : Art Weinstein,D. Hank Ellison
Publisher : CRC Press
Page : 323 pages
File Size : 40,9 Mb
Release : 2012-02-24
Category : Business & Economics
ISBN : 9781439898406

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Superior Customer Value by Art Weinstein,D. Hank Ellison Pdf

A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and fast-changing businesses, managers may lose sight of custo

Creating and Sustaining a Superior Customer Service Organization

James Poisant
Creating and Sustaining a Superior Customer Service Organization Book PDF

Author : James Poisant
Publisher : Bloomsbury Publishing USA
Page : 188 pages
File Size : 53,7 Mb
Release : 2001-10-30
Category : Business & Economics
ISBN : 9780313004780

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Creating and Sustaining a Superior Customer Service Organization by James Poisant Pdf

Poisant reveals the secrets of superior customer service organizations. He redefines the role of management and organizations, taking the reader on a journey and discovering the true nature of superior managers and organizations. Those in management positions who seek to understand how to better motivate their employees and better serve their customers will find the answers they are searching for in these pages. Managers will relearn nearly everything they have been taught about the profession of management. Redefining the criteria of power and success, Poisant supplies a blueprint for survival in a competitive environment. Anyone charged with the management of others will find the approach valuable, as will students and scholars of management.

The Discipline of Market Leaders

Michael Treacy,Fred Wiersema
The Discipline of Market Leaders Book PDF

Author : Michael Treacy,Fred Wiersema
Publisher : Basic Books
Page : 224 pages
File Size : 49,6 Mb
Release : 2007-03-20
Category : Business & Economics
ISBN : 9780465003976

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The Discipline of Market Leaders by Michael Treacy,Fred Wiersema Pdf

Why is it that Casio can sell a calculator more cheaply than Kellogg's can sell a box of corn flakes? Why can FedEx “absolutely, positively” deliver your package overnight but airlines have trouble keeping track of your bags? What does your company do better than anyone else? What unique value do you provide to your customers? How will you increase that value next year? As customers' demands for the highest quality products, best services, and lowest prices increase daily, the rules for market leadership are changing. Once powerful companies that haven't gotten the message are faltering, while others, new and old, are thriving. In disarmingly simple and provocative terms, Treacy and Wiersema show what it takes to become a leader in your market, and stay there, in an ever more sophisticated and demanding world.

Unlocking the Customer Value Chain

Thales S. Teixeira,Greg Piechota
Unlocking the Customer Value Chain Book PDF

Author : Thales S. Teixeira,Greg Piechota
Publisher : Crown Currency
Page : 354 pages
File Size : 53,5 Mb
Release : 2019-02-19
Category : Business & Economics
ISBN : 9781524763084

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Unlocking the Customer Value Chain by Thales S. Teixeira,Greg Piechota Pdf

Based on eight years of research visiting dozens of startups, tech companies and incumbents, Harvard Business School professor Thales Teixeira shows how and why consumer industries are disrupted, and what established companies can do about it—while highlighting the specific strategies potential startups use to gain a competitive edge. There is a pattern to digital disruption in an industry, whether the disruptor is Uber, Airbnb, Dollar Shave Club, Pillpack or one of countless other startups that have stolen large portions of market share from industry leaders, often in a matter of a few years. As Teixeira makes clear, the nature of competition has fundamentally changed. Using innovative new business models, startups are stealing customers by breaking the links in how consumers discover, buy and use products and services. By decoupling the customer value chain, these startups, instead of taking on the Unilevers and Nikes, BMW’s and Sephoras of the world head on, peel away a piece of the consumer purchasing process. Birchbox offered women a new way to sample beauty products from a variety of companies from the convenience of their homes, without having to visit a store. Turo doesn't compete with GM. Instead, it offers people the benefit of driving without having to own a car themselves. Illustrated with vivid, indepth and exclusive accounts of both startups, and reigning incumbents like Best Buy and Comcast, as they struggle to respond, Unlocking the Customer Value Chain is an essential guide to demystifying how digital disruption takes place – and what companies can do to defend themselves.

Internet-Based Customer Value Management

Tymoteusz Doligalski
Internet Based Customer Value Management Book PDF

Author : Tymoteusz Doligalski
Publisher : Springer
Page : 152 pages
File Size : 55,6 Mb
Release : 2014-10-16
Category : Business & Economics
ISBN : 9783319098555

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Internet-Based Customer Value Management by Tymoteusz Doligalski Pdf

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.

Strategy from the Outside In: Profiting from Customer Value

George Day,Christine Moorman
Strategy from the Outside In Profiting from Customer Value Book PDF

Author : George Day,Christine Moorman
Publisher : McGraw Hill Professional
Page : 304 pages
File Size : 42,9 Mb
Release : 2010-07-23
Category : Business & Economics
ISBN : 9780071760782

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Strategy from the Outside In: Profiting from Customer Value by George Day,Christine Moorman Pdf

Make customer value a C-Suite priority for lasting profits and growth While the Great Recession ravaged the balance sheets of long-standing leaders in their respective industries, many companies have actually gained market share, grown revenues and profits, and created more value for customers. These are not flash-in-the-pan companies—world-beaters one year and stragglers the next. They are companies like Johnson & Johnson, Procter & Gamble, Fidelity, Cisco, Philips, Walmart, and Amazon. The success of these organizations isn’t the result of a brilliant strategy for bad times; it’s the outcome of a highly effective long-term strategy that manages the company from the outside in. In Strategy from the Outside In, George S. Day and Christine Moorman explain that the key to such lasting and highly profitable success is the ability to compete on and profit from customer value. It means operating from the outside in. It means always building strategy on market insight, and ensuring that every part of the company puts customer value first. Applying years of research, Day and Moorman illustrate that an outside-in view requires constant vigilance and focus on four customer value imperatives: Be a customer value leader Innovate new value for customers Capitalize on the customer as an asset Capitalize on the brand as an asset Day and Moorman take you from theory to practice, with an emphasis on real world stories, practical models, and useable metrics so that you can profit from customer value. From the outside in.