Synopsis
Are You About to be Fired by Your Customers?
Has your company struggled with a weak or declining market position? Do you fail to respond properly to customers? Take note - your customers may be on the verge of firing you!
Powerful economic changes are shaping our world, but no change is more pervasive than the subtle shift in economic power from the producer to the customer.
Companies that recognize this powershift and begin to create customer value will claim the competitive edge. Those who remain mired in complacency will not survive.
Clean Up Your Act - Now.
In this strategic and thought-provoking book, Earl Naumann reveals the key success factor for every business - manufacturing, service, or retail - is the ability to maximize customer value.
Product quality alone is not enough. Customers must be integrated throughout a firm's decision-making process. And from that re-engineered corporate culture must flow three imperatives: product quality, service quality, and value-based pricing. Master those three and your power base will grow strong with loyal customers.
Practical Help On The Path.
So how do you lead your company down the new-found path toward customer value? Naumann paves the way with case studies from Baldrige Award winners such as Motorola, Xerox, and Solectron; examples drawn from other innovative firms such as Hewlett-Packard, Harris Corporation, and Toyota's Lexus division; application ideas at the end of every chapter to help you apply these creative concepts to your firm; a 100-point diagnostic questionnaire that helps you see how your firm stacks up against the Baldrige criteria; a 50-point diagnostic questionnaire to help you assess how well your suppliers are suited for partnering relationships; and a step-by-step discussion of how to design and implement a customer satisfaction measurement program.
"synopsis" may belong to another edition of this title.
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Creating Customer Value: The Path to Sustainable Competitive Advantage
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Creating Customer Value: The Path to Sustainable Competitive Advantage
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Creating Customer Value: The Path to Sustainable Competitive Advantage
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South-Western Pub, Cincinnati, Ohio, U.S.A., 1994
ISBN 10: 0538838477
ISBN 13: 9780538838474
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Creating Customer Value: The Path to Sustainable Competitive Advantage
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Creating Customer Value: The Path to Sustainable Competitive Advantage
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Hardcover. Condition: Very Good. Creating Customer Value: The Path to Sustainable Competitive Advantage This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. Seller Inventory # 7719-9780538838474
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Hardcover. Condition: Very Good. This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. Seller Inventory # 6545-9780538838474
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Creating Customer Value: The Path to Sustainable Competitive Advantage
Published by
Cengage Learning, Inc, United States, Mason, OH, 2000
ISBN 10: 0538838477
ISBN 13: 9780538838474
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Seller: WorldofBooks, Goring-By-Sea, WS, United Kingdom
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Paperback. Condition: Very Good. This text argues that the key success factor for every business - manufacturing, service, or retail - is the ability to maximise customer value, product quality alone is not enough. Customers must be integrated throughout a firm's decision making process. It discusses the three imperatives of customer value that every company must master to build and retain loyal customers: product quality, service quality, and value based pricing. This is intended a resource for middle managers, senior managers, and trainers in any corporation whose goal is to achieve sustainable competitive advantage. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. Seller Inventory # GOR004485237
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