Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications

Front Cover
CRC Press, Jun 24, 1999 - Business & Economics - 400 pages
1 Review
Great companies don't just satisfy their customers, they strive to delight and amaze them. Designing and Delivering Superior Customer Value explains how to continually create customer experiences that exceed expectations. This turns buyers (try-ers) into lifetime customers.
The emerging value paradigm is not only a new way to think about marketing, but a new business imperative in the 21st century. It is the strategic driver that differentiates great companies from the pack. Value connotes many meanings - yet, it is always defined by the customer.

This book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s). With the integrated management perspective used by the authors, you will understand how to blend the delivery of service and quality, together with pricing strategies to maximize the value proposition.

Those companies that embrace customer-driven value-creating methods will gain a competitive edge in the 21st century, those that do not will experience declines. This exciting new book is a guide to retaining your existing customers and to gaining loyal new customers.

Features
 

What people are saying - Write a review

User Review - Flag as inappropriate

NCPM1305 Customer Value Group presentation

Contents

Customers Want Top Value
3
Marketing Management Implications
10
Being Customer Oriented
17
Developing a CustomerOriented Organization
23
Process and Customer Value
31
Customer Value Action Items
47
Developing Unique Value Propositions
55
Defining and Managing Service Quality
63
Keys to Practicing Relationship Marketing
144
Summary
147
References
148
Customer Value Cases
151
The Customer Value Funnel Approach
153
AAA Motor Club Responding to Change
159
Ethyl Corporation Becoming CustomerOriented
169
Glaxo Wellcome Inc Internal Marketing Leads to Customer Responsiveness
175

Why Quality Matters
74
Summary
80
How Buyers Evaluate Price
86
How To Make Good Pricing Decisions
94
References
100
Communicating Value Through an Integrated
109
References
115
Maximizing Value Through Retention Marketing
117
Why Focus on Customer Retention?
118
A Customer ValueRetention Model
119
Usage Analysis and Customer Retention
121
Designing a Customer Retention Program
124
Customer Retention Approaches
126
Summary
128
Customer Value Action Items
129
Creating Value Through Customer and Supplier Relationships
131
What Is Relationship Marketing?
132
Traditional vs Relationship Marketing
133
Building Lasting Customer Relationships
137
Improving Supply Chain Relationships
141
The Grateful Dead Customer Loyalty and Service Quality
181
Harrahs Entertainment Brand Building
189
International Food Ingredients Supplier Customer Value Analysis
195
Larry Birds Home Court Brand Repositioning
205
Motorola Supply Chain Management
215
Nant ticket Nectars Perceived Quality
221
National Association of Small Business Owners Customer Retention
231
Par Value Enhancing Customer Value
239
Pizza HutA Customer Loyalty Program
261
Publix Super Markets Customer Intimacy
271
Rubbermaid Market Orientation
279
The U S Newspaper Industry Changing Markets
289
StatePride Industrial Laundry Value Chain Analysis
297
Southwest Airlines ValueAdded Services
305
Teleplaza Competitive Orientation
311
Time Insurance A Study of Process Quality Improvement
319
Customer Value Applications
327
Customer Value Assessment Tool CVAT
371
Copyright

Common terms and phrases

Bibliographic information