Customer Reviews

Mastering Customer Value Management: The Art and Science of Creating Competitive Advantage

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As an MBA professor, author, and customer service consultant, I had the opportunity to review early drafts of Ray's excellent book. This is a gem. It nails the importance of building customer VALUE. It ties together a rationale for company efforts to serve, satisfy, and create loyalty with the customers who determine the success of the business. The writing is clear and straightforward and the content invaluable for any business person interested in boosting the bottom line (and who isn't?)

Congratulations to Ray and Janice for offering an excellent addition to our field of knowledge. I highly recommend this book.

The methodologies advocated in this book are for managers who don't mind shooting from the hip and living dangerously. This can be the only fair assessment as the author does not cite a single reference (although there are many authors in this field and the domain is not new), the methodologies are developed based on what I call "farmer math", and the supporting logic for the methodologies is fraught with logical errors, fallacies and oversimplifying assumptions. This book was written for clients as a marketing tool, was not peer reviewed by people knowledgeable in the field, and was printed by an unreputable publisher (visit their website at [...] and you'll find a website selling storage sheds!).

There are many books out there that are clearly written and have methodologies that won't get you into trouble. You've been warned.