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  • 1
    Online Resource
    Online Resource
    [Erscheinungsort nicht ermittelbar] : CRC Press | Boston, MA : Safari
    Language: English
    Pages: 1 online resource (320 pages)
    Edition: 3rd edition
    Keywords: Creative ability in business ; Creative thinking ; Technological innovations ; New products ; Electronic books ; local
    Abstract: A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers — this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and fast-changing businesses, managers may lose sight of customers’ desires. And, consequently, customer experiences often fall far short of expectations. Written by an expert with more than fifteen years of experience, Superior Customer Value: Strategies for Winning and Retaining Customers, Third Edition benchmarks the best companies and shows you what it truly means to create world-class value for customers. The book is a state-of-the-art guide to designing, implementing, and evaluating a customer value strategy in service, technology, and information-based organizations. It explores key marketing planning issues that emphasize relationship management strategies to keep customers happy. See What’s New in the Third Edition: New topics include: Business models Co-creation of value Corporate entrepreneurship Customer experience management Customer value metrics Net promoter score Image Innovation Social media Expanded coverage of: Customer relationship management E-business opportunities Written as an academic textbook for use in MBA programs, the book is highly readable, practical, and action-oriented, giving managers at all levels of experience guidance on how to improve marketing operations and create customer-centric organizations. It explains valuable tools such as customer value funnel, customer value assessment, service-quality-image-price (SQIP) analysis, and CRM models. Each chapter has a customer value insight checklist, action items, and informative figures and tables. This revised edition addresses current trends in value-adding business practice, from understanding how to drive a market and find new ventures to the rise in customer importance of the online arena and new models and metrics for customer loyalty and retention. Great companies amaze and delight customers — Superior Customer Value offers a strategic blueprint to learn from the market leaders and apply those lessons to your organization. Art Weinstein discusses the book in several videos on the CRC Press YouTube Channel.
    Note: Online resource; Title from title page (viewed April 19, 2016)
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  • 2
    Online Resource
    Online Resource
    [Erscheinungsort nicht ermittelbar] : CRC Press | Boston, MA : Safari
    Language: English
    Pages: 1 online resource (342 pages)
    Edition: 1st edition
    Keywords: Product management ; Product differentiation ; New products ; Electronic books ; local
    Abstract: As industries adopt consumer-focused product development strategies, they should offer broader product ranges in shorter design times and the processes that can manufacture in arbitrary lot sizes. In addition, they would need to apply state-of-the-art methods and tools to easily conduct early product design and development trade-off analysis among competing objectives. Methods in Product Design: New Strategies in Reengineering supplies insights into the methods and techniques that enable implementing a consumer-focused product design philosophy by integrating design and development capabilities with intelligent computer-based systems. The book defines customer focused design and discusses ways to assess changing demands and sources, and delves into what is needed to successfully manufacture goods in a demanding market. It reviews proven methods for assessing customer need. Then, after showing how changing needs impact the reengineering of products, it explains how change can be efficiently achieved. It details how IT advances and technology support customer-focused product development, discusses cutting-edge mass customization principles that maximize cost-effective production, and illustrates how to implement effective predictive maintenance policies. Methods in Product Design: New Strategies in Reengineering provides methods, state-of-the-art technologies, and new strategies for customer-focused product design and development that allow organizations to quickly respond to the demanding global marketplace.
    Note: Online resource; Title from title page (viewed May 29, 2013)
    Library Location Call Number Volume/Issue/Year Availability
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