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.
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Editorial Reviews
Review
"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
"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
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5.0 out of 5 stars
The Best Little Book on Survey Research!,
This review is from: Customer Value Management: A Guide for Your Journey to Best-Practice Processes (Passport to Success Series) (Paperback)
This is the book that I buy and give to people who want to conduct effective surveys to know where their companies stand and improve their companies' competitive positions. It's a gem because is provides a terse and concrete explanation of the concept of customer-perceived value, how to measure it, and how to improve it. The one point to which I strongly object is the notion of linking compensation to customer-survey results, but don't let this prevent you from buying this book. Buy it, implement its guidance, and improve your company's competitive position.
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Inside This Book
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First Sentence:
Business success lies in not only understanding the marketplace and satisfying customers, but also in doing better than the competition. Read the first page Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Business success lies in not only understanding the marketplace and satisfying customers, but also in doing better than the competition. Read the first page Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
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