Crafting Customer Value

Crafting Customer Value

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In today's competitive marketplace, customer value-a combination of product and service benefits at a fair price that creates value in the minds of customers-is the key variable for business success. Using several comprehensive and highly integrated frameworks, Peter Duchessi provides strategies for defining customer value and for developing the critical business, personnel, quality, and information systems that are responsible for delivering customer value. Whereas other books focus on just one of these critical areas, Crafting Customer Value provides a comprehensive account of what a company must do and how to go about doing it in each area. The author's numerous vignettes and cases illustrate how successful companies set clear business direction, formulate a customer value strategy, design and implement new business processes, develop a loyal cadre of employees, institute effective quality programs, and deploy state-of-the-art information systems. This book is a valuable guide for managers who are interested in transforming their companies into customer value-added enterprises that can earn high profits.These features improve customer service by allowing customers to instantaneously track shipments themselves. They also reduce costs ... UPS can also send a message to the DIAD about traffic jams on a drivera#39;s route or immediate pickups.

Title:Crafting Customer Value
Author:Peter Duchessi
Publisher:Purdue University Press - 2004-01-01


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