So far, we have focused on the tools of Total Customer Value Management; what Customer Value is; how it is measured; and how it relates to business results such as loyalty, market share, profits, and stock price. We have discovered all these increase as Customer Value Added increases. We have learned generally how Customer Value can be created by incorporating Total Customer Value Management and Customer culture, and what prevents it from taking root.
In the next two chapters, we will discuss two important means to make the company Customer-centric or to incorporate a Customer culture. These are:
1.Incorporating a Customer Strategy
2.Building Customer-Centric Circles
In this chapter, we look at the importance ...