Creating Value for Customers: Designing and Implementing a Total Corporate Strategy

William A. Band

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Service and Product Innovation Customer Service Quality and Loyalty Corporate Governance and Management

Abstract

Value Creation: The State of the Art. Know Your Customers--Know Yourself. Upside Down and Inside Out: Creating the Customer-Value-Driven Culture. Measuring Customer Satisfaction and Value Perception. Managing Customer Relationships. Delivering on Your Promise: Achieving High-Quality Operational Performance. The Value Creators: People. Preparing for Change. Developing Your Action Program. Tracking Your Performance. Endnotes. Index.

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