{"product_id":"superior-customer-value-hardback","title":"Superior Customer Value - Hardback","description":"\u003cp\u003eA 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. \u003c\/p\u003e\u003cp\u003eWritten by an expert with more than fifteen years of experience, \u003cstrong\u003eSuperior Customer Value: Strategies for Winning and Retaining Customers, Third Edition\u003c\/strong\u003e 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. \u003c\/p\u003e\u003cp\u003eSee What’s New in the Third Edition:\u003c\/p\u003e\u003cp\u003eNew topics include:\u003c\/p\u003e\u003cul\u003e \u003cp\u003e \u003c\/p\u003e \u003cli\u003eBusiness models\u003c\/li\u003e \u003cli\u003eCo-creation of value\u003c\/li\u003e \u003cli\u003eCorporate entrepreneurship\u003c\/li\u003e \u003cli\u003eCustomer experience management\u003c\/li\u003e \u003cli\u003eCustomer value metrics\u003c\/li\u003e \u003cli\u003eNet promoter score\u003c\/li\u003e \u003cli\u003eImage\u003c\/li\u003e \u003cli\u003eInnovation\u003c\/li\u003e \u003cli\u003eSocial media\u003c\/li\u003e \u003c\/ul\u003e\u003cp\u003eExpanded coverage of:\u003c\/p\u003e\u003cul\u003e \u003cp\u003e \u003c\/p\u003e \u003cli\u003eCustomer relationship management\u003c\/li\u003e \u003cli\u003eE-business opportunities\u003c\/li\u003e \u003c\/ul\u003e\u003cp\u003eWritten 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.\u003c\/p\u003e\u003cp\u003eThis 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 — \u003cstrong\u003eSuperior Customer Value\u003c\/strong\u003e offers a strategic blueprint to learn from the market leaders and apply those lessons to your organization.\u003c\/p\u003e\u003cp\u003eArt Weinstein discusses the book in several \u003ca href=\"http:\/\/www.youtube.com\/playlist?list=PLDF966FE917B48E21\"\u003evideos\u003c\/a\u003e on the CRC Press YouTube Channel.\u003c\/p\u003e","brand":"Taylor \u0026 Francis","offers":[{"title":"Default Title","offer_id":45575961510126,"sku":"9781439861288","price":321.3,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0630\/9612\/7726\/files\/9781439861288.jpg?v=1720961978","url":"https:\/\/bookland.com.au\/products\/superior-customer-value-hardback","provider":"Book Land AU","version":"1.0","type":"link"}