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Superior Customer Value in the New Economy: Concepts and Cases

3.6/5 ( ratings)

Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the business and academic communities, exploring leading marketing and managing developments in the crucial area of customer value . It delivers expert guidance on designing, implementing, and evaluating a CV strategy that benefits e-service and information-based organizations.

Building upon concepts, cases, and in-chapter applications, the book addresses best practices, organizational responsiveness, market orientation, and the planning and strategy issues that result in high rates of customer
satisfaction in e-service and information-based organizations. It concludes with 18 detailed, "hands-on" examples of companies attempting to create customer value. Each case study delivers an in-depth look at major CV themes such as responding to change, being customer oriented, customer loyalty, and more. Each of these real-world examples provides excellent learning opportunities to model effective customer value behavior and practices.

Language: English

Pages: 456

Format: Hardcover

Publisher: CRC Press

Release: May 27, 2004

ISBN: 1574443569

ISBN 13: 9781574443561

Superior Customer Value in the New Economy: Concepts and Cases

3.6/5 ( ratings)

Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the business and academic communities, exploring leading marketing and managing developments in the crucial area of customer value . It delivers expert guidance on designing, implementing, and evaluating a CV strategy that benefits e-service and information-based organizations.

Building upon concepts, cases, and in-chapter applications, the book addresses best practices, organizational responsiveness, market orientation, and the planning and strategy issues that result in high rates of customer
satisfaction in e-service and information-based organizations. It concludes with 18 detailed, "hands-on" examples of companies attempting to create customer value. Each case study delivers an in-depth look at major CV themes such as responding to change, being customer oriented, customer loyalty, and more. Each of these real-world examples provides excellent learning opportunities to model effective customer value behavior and practices.

Language: English

Pages: 456

Format: Hardcover

Publisher: CRC Press

Release: May 27, 2004

ISBN: 1574443569

ISBN 13: 9781574443561

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