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Author: Art Weinstein
Publisher: CRC Press
ISBN: 1000083454
Category : Business & Economics
Languages : en
Pages : 338
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Book Description
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).
Author: Art Weinstein
Publisher: CRC Press
ISBN: 1000083454
Category : Business & Economics
Languages : en
Pages : 338
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Book Description
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).
Author: Art Weinstein
Publisher: Routledge
ISBN: 1351214322
Category : Business & Economics
Languages : en
Pages : 230
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Book Description
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.
Author: Art Weinstein
Publisher: CRC Press
ISBN: 1439861285
Category : Business & Economics
Languages : en
Pages : 323
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Book Description
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.
Author: Ray Kordupleski
Publisher: Customer Value Management I
ISBN: 9781893673076
Category : Consumer satisfaction
Languages : en
Pages : 372
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Book Description
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.
Author: Arch G. Woodside
Publisher: Emerald Group Publishing
ISBN: 184855172X
Category : Business & Economics
Languages : en
Pages : 488
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Book Description
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.
Author: Simon Ang
Publisher: CRC Press
ISBN: 0203501497
Category : Business & Economics
Languages : en
Pages : 406
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Book Description
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
Author: Edwin J. Nijssen
Publisher: Springer Science & Business Media
ISBN: 1475732775
Category : Business & Economics
Languages : en
Pages : 148
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Book Description
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.
Author: Alexander Osterwalder
Publisher: John Wiley & Sons
ISBN: 1118968077
Category : Business & Economics
Languages : en
Pages : 323
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Book Description
The authors of the international bestseller Business Model Generation explain how to create value propositions customers can’t resist Value Proposition Design helps you tackle the core challenge of every business — creating compelling products and services customers want to buy. This highly practical book, paired with its online companion, will teach you the processes and tools you need to create products that sell. Using the same stunning visual format as the authors’ global bestseller, Business Model Generation, this sequel explains how to use the “Value Proposition Canvas” to design, test, create, and manage products and services customers actually want. Value Proposition Design is for anyone who has been frustrated by new product meetings based on hunches and intuitions; it’s for anyone who has watched an expensive new product launch fail in the market. The book will help you understand the patterns of great value propositions, get closer to customers, and avoid wasting time with ideas that won’t work. You’ll learn the simple process of designing and testing value propositions, that perfectly match customers’ needs and desires. In addition the book gives you exclusive access to an online companion on Strategyzer.com. You will be able to assess your work, learn from peers, and download pdfs, checklists, and more. Value Proposition Design is an essential companion to the ”Business Model Canvas” from Business Model Generation, a tool embraced globally by startups and large corporations such as MasterCard, 3M, Coca Cola, GE, Fujitsu, LEGO, Colgate-Palmolive, and many more. Value Proposition Design gives you a proven methodology for success, with value propositions that sell, embedded in profitable business models."
Author: Bradley Gale
Publisher: Simon and Schuster
ISBN: 143918836X
Category : Business & Economics
Languages : en
Pages : 453
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Book Description
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.
Author: George Day
Publisher: Mcgraw-hill
ISBN: 9780071742290
Category : Business & Economics
Languages : en
Pages : 304
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Book Description
A winner of the American Marketing Association Foundation’s Berry-AMA 2011 Book Prize for the best book in marketing! Shareholder value . . . core competence . . .six sigma . . . right sizing . . . These influential strategy ideas have lured many companies into a dangerous internal focus, viewing the world from the inside out. As a result, companies lose sight of the market, which leads to poor results over the long run. Inside-out thinking distracts companies from the core purpose of a business: to create and serve customers. Fulfilling that purpose can be done only by approaching strategy from the outside in. In this refreshing look at creating enduring business value, two business school professors from The Wharton School and The Fuqua School of Business, Duke University, challenge you to shift your perspective. They demonstrate that companies that adopt--and fight to keep--an outside-in view focused on customer value have grown revenue, profit, and shareholder value through both boom and bust business cycles. Applying years of research, George S. Day and Christine 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 Only companies that operate with an outside-in view from the C-suite to the front lines can expect to maximize and profit from customer value. Strategy from the Outside In puts you ahead of the competition and, just as important, keeps you there. Visit www.strategyfromtheoutsidein.com Praise for Strategy from the Outside In "Throughout P&G's long history, we have focused on the four customer value imperatives outlined in this excellent book—and are as committed to them today as ever. This is essential reading for leaders focused on making a positive difference in the world and, as a direct result, delivering growth for both the near and long term." —Robert A. McDonald, Chairman, President, and CEO, The Procter & Gamble Company "Strategy from the Outside In is thought-provoking, practical, and full of ideas on how to strengthen your company's customer value proposition." —Tom Lynch, CEO, Tyco Electronics Corporation "American Express's success has rested largely on our ability to focus on our customers and adapt to their changing needs over the past 160 years. Strategy from the Outside In is an insightful book with practical advice about how to do just that." —Jud Linville, President and CEO Consumer Services, American Express "An in-depth look into the basic premise of what, in my view, makes successful business. Certainly worth reading once and then once every year to remind all of us what keeps us in business. For marketers, a great benchmark to help focus on how to add value most effectively." —Geert van Kuyck, Executive Vice President and Chief Marketing Officer, Royal Philips Electronics "Sam Walton said 'there's only one boss--the customer'. At Walmart we try to stay focused on that every day. But how? Strategy from the Outside In provides a blueprint for how to build a trusted brand based on consistently providing superior value to customers." —Stephen Quinn, Chief Marketing Officer, Walmart "Getting your company to organize around what customers value most sounds easy in theory, but it's very hard to do consistently well. Day and Moorman provide a thoughtful, realistic, and actionable blueprint for delivering the most value to your most valuable customers." —Beth Comstock, Chief Marketing Officer, GE "Only a few books can really help marketing professionals make a difference in their organization. Strategy from the Outside In falls into this category. Creating superior customer value is or should be a priority of all marketers. Here, Day and Moorman provide a clear path for delivering on such value. Most important, their work is based on the real-world successes (and failures) of organizations which they have studied." —Dennis Dunlap, CEO, American Marketing Association "Strategy from the Outside In offers a refreshing reminder that answers to managers' most pressing questions always start by looking outside the organization and meeting consumer needs better than the other guys! It provides a combination of solid evidence and user-friendly frameworks that can be put to use immediately. A must-read not only for today's challenged CMO but for the rest of the C-suite as a guiding framework for the entire enterprise." —Rob Malcolm, President, Global Marketing, Sales and Innovation, Diageo PLC "Strategy from the Outside In provides a handbook to re-imagine a business through the eyes of customers. It is full of current case studies, research, and practical frameworks that senior marketers can use to refine their own thinking and influence their colleagues." —Greg Gordon, SVP Consumer Marketing, Liberty Mutual "Day and Moorman advise companies to leave their comfortable positions of controlling their businesses to the uncomfortable position of allowing their customers control. This is a book only for companies courageous enough to listen to their customers instead of themselves." —Ron Nicol, Senior Partner and Managing Director, Boston Consulting Group
