Fundamentals of Customer-Focused Management: Competing through Service
Customer-orientation, customer-centricity, and customer relationship management (CRM) are not new concepts or practices. But information technology has unleashed tremendous opportunities in dealing with a customer and in creating value to the customer. And yet the majority of CRM investments and initiatives fail because firms do not have the appropriate orientation to serving the customer. The principal aim of this book is to get the reader to think about th firm and the way it conducts its...
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Provides a thorough understanding of what it takes for a firm to become and remain customer-focused and for managers to learn the service orientation.
FiguresTablesPrefaceAcknowledgmentsPt. IIntroduction and Overview11Introduction to Customer-Focused Management3Pt. IIUnderstanding Customer Value and Service Orientation192Customer Value: What Business Are You In?213On Being Service Oriented: The Key to a Sustainable Competitive Advantage35Pt. IIIManaging Customer Information534Understanding the Customer555Customer Knowledge Management73Pt. IVCreating and Delivering Superior Customer Value916Designing and Developing Superior Customer Value937Delivering Customer-Focused Value by Managing Customer Interactions1098Maximizing Yield from Value-Creating Assets125Pt. VManaging Customer Relationships1419Selecting and Attracting the Right Customers14310Guaranteeing Customer Value and Product Quality16311Customer Defection Management179Pt. VIEnsuring a Customer-Focused Culture19512Ensuring a Customer-Focused Corporate Culture197Subject Index213Company Index215
