Fundamentals of Customer-Focused Management Competing through Service

Subjects:

• Business » Marketing, Advertising, Sales
• Business » Management

Reviews:

• This book views the "experience economy" through the prism of customer-focused management, and in so doing, creates a valuable one-volume synthesis of the subject. This cleanly written, well-organized, popularized presentation is useful for upper-division undergraduate students in various business courses and is a good introduction to the subject for practitioners in the field. Recommended. Upper-division undergraduate through professional collections.
  —Choice September 2004
• This book is very rich, which requires the reader to pay close attention to ideas....[e]ven the staunchest customer advocates need the type of reminder that this book offers. If a CEO, even a customer focused CEO such as Jeff Bezos of Amazon.com, were to read this book, he would obtain workable ideas.
  —. .
• [V]ery well structured and logically organized....[e]xcellent as a management introduction to the area for professionals....The book should also be suitable for MBA students and undergraduate courses in marketing and management. The excellent structure of the book should make it quite easy to design a whole course around the book.
  —International Journal of Service Industry Management 2005

• Endorsement From David F. D'Alessandro,
  Chairman and Chief Executive
  John Hancock Financial: A book to remind all of us of the simple truths forgotten in the last boom: If you don't want to wind up as dead as the deadest dotcom, you have to let people know what business you are in and why they should bother sending their dollars your way.
• Endorsement From Tom Raffio,
  CEO/NEDD: Meeting customer needs begins with a deep understanding of customers. It cannot be accomplished without a genuine committment to employees and the value creation and delivery process. John's book combines conceptual foundations with practical methods to make for a very interesting and useful reading about being customer-focused.

Table of Contents:

• Figures
• Tables
• Preface
• Acknowledgments
• Introduction and Overview
• Introduction to Customer-Focused Management
• Understanding Customer Value and Service Orientation
• Customer Value: What Business Are You In?
• On Being Service Oriented: The Key to a Sustainable Competitive Advantage
• Managing Customer Information
• Understanding the Customer
• Customer Knowledge Management
• Creating and Delivering Superior Customer Value
• Designing and Developing Superior Customer Value
• Delivering Customer-Focused Value by Managing Customer Interactions
• Maximizing Yield from Value-Creating Assets
• Managing Customer Relationships
• Selecting and Attracting the Right Customers
• Guaranteeing Customer Value and Product Quality
• Customer Defection Management
• Ensuring Customer-Focused Culture
• Ensuring a Customer-Focused Corporate Culture
• Subject Index
• Company Index