Customer Value Management: A Guide for Your Journey to Best-Practice Processes (Passport to Success Series)

As one of the titles in the American Productivity & Quality Center's Passport to Success series, Customer Value Management: A Guide for Your Journey to Best-Practice Processes provides readers with a practical approach to implementing a successful customer value management program that enables the voice of the customer to resonate. Based on years of research into the practices of leading organizations--and supported by examples of best practices and tips from actual practitioners--this book written by Khalid Hafiz and Scott Hendricks of Global Customer Value Management, LLC. provides mechanisms to gauge current status, understand the components of customer value management, and determine how to deliver superior value to customers. Quantity discounts are available.

"A practical, step-by-step road map ... that brings the voice of the customer into your organization." -- Winston Estridge, Nortel Networks, 2001

"This book captures the essence of the authors' award-winning approach to implementing customer value management." -- William J. Feuss, AT&T, 2001

"This systematic approach ... will help you stay ahead of the competition in a warp-speed, customer-focused economy." -- Sultan Zia, Compaq, 2001