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Managing Customer Value
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 s...
The PIMS Principles
A guide to the powerful, proven method of strategic planning for top profitability. Illustrated.
Mastering Customer Value Management
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.
Design and Management of Service Processes
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The Heinemann Science Scheme
The "Heinemann Science Scheme" offers an approach to the QCA's Scheme of Work. Teacher's resource packs provide support with lesson planning, with each chapter matching the Scheme of Work, and in-built assessment.
Strategic Planning and Management
This book explains why organizations that want to succeed, and continue to succeed, need to engage in the proper kind of planning. It shares the necessity and rationale for developing or creating winning strategies and tactics through strategic planning.
Marketing
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Managing the Customer Experience
You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocatesshows you how to manage your customer experience and reap the rewards.
Survey of Current Business
Presents current statistical data on economic activity.
