Superior Customer Value, 3rd Edition

Table of contents

1. Cover
2. Title Page
3. Copyright
4. Dedication
5. Contents
6. Preface
7. Acknowledgments
8. About the Author
9. SECTION I CUSTOMER VALUE—THE BUILDING BLOCKS
   1. 1 Customers Want Exceptional Value!
   2. 2 Be Customer Driven and Market Driving
   3. 3 Process Management—Best Practices
10. SECTION II DESIGNING A SUCCESSFUL CUSTOMER STRATEGY
    1. 4 Building a Winning Business Model and Value Proposition
    2. 5 Service and Quality—The Core Offering
    3. 6 Price and Image—The Communicators
11. SECTION III EXCELLING IN THE MARKETSPACE
    1. 7 E-Commerce—Opportunities in Marketspace
    2. 8 Integrated Marketing Communications and Social Media
12. SECTION IV RETAINING CUSTOMERS—ANALYSIS AND STRATEGY
    1. 9 Creating Value through Relationship Marketing
    2. 10 Customer Loyalty and Retention
    3. 11 Customer Value Metrics
13. Notes
14. SECTION V CUSTOMER VALUE CASE STUDIES
    1. Appendix: Analyzing Business Situations—The Customer-Value Funnel Approach
15. Index