Crafting Customer Value

Name: Crafting Customer Value
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The Art and Science

By: Peter Duchessi

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Paperback | 29 July 2004

At a Glance

Paperback
193 Pages

Edition Type
New edition

Dimensions(cm)
22.23 x 15.24 x 1.27

Paperback

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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.

Industry Reviews

"A step-by-step approach is used to explain management techniques and technical processes. The intelligent, well-explained nature of Crafting Customer Value will benefit business leaders who want to improve in this area." - Harvard Business School Working Knowledge"

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You Can Find This Book In

Non-Fiction Business & Management Sales & Marketing Customer Services Ownership & Organisation of Enterprises Small Businesses & Self-Employed Market Research

Preface
Acknowledgments
Creating customer value	p. 1
Seeing the big picture	p. 17
Determining business direction	p. 35
Identifying target customers and assessing their needs and expectations	p. 63
Defining a value proposition	p. 81
Designing business processes	p. 93
Managing people for positive results	p. 121
Instituting quality assurance programs	p. 137
Deploying information technology (IT)	p. 157
Moving forward	p. 179
Index	p. 187
Table of Contents provided by Blackwell. All Rights Reserved.

Crafting Customer Value

The Art and Science

At a Glance

Paperback

Industry Reviews

Shipping

How to return your order

Defective items

You Can Find This Book In

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