Books

Creating customer value : the path to sustainable competitve advantage

Author / Creator
Naumann, Earl, 1946-
Available as
Physical
Summary

"Are You About to be Fired by Your Customers?" "Has your company struggled with a weak or declining market position? Do you fail to respond properly to customers? Take note - your customers may be ...

"Are You About to be Fired by Your Customers?" "Has your company struggled with a weak or declining market position? Do you fail to respond properly to customers? Take note - your customers may be on the verge of firing you!" "Powerful economic changes are shaping our world, but no change is more pervasive than the subtle shift in economic power from the producer to the customer." "Companies that recognize this powershift and begin to create customer value will claim the competitive edge. Those who remain mired in complacency will not survive." "Clean Up Your Act - Now." "In this strategic and thought-provoking book, Earl Naumann reveals the key success factor for every business - manufacturing, service, or retail - is the ability to maximize customer value." "Product quality alone is not enough. Customers must be integrated throughout a firm's decision-making process. And from that re-engineered corporate culture must flow three imperatives: product quality, service quality, and value-based pricing. Master those three and your power base will grow strong with loyal customers." "Practical Help On The Path." "So how do you lead your company down the new-found path toward customer value? Naumann paves the way with case studies from Baldrige Award winners such as Motorola, Xerox, and Solectron; examples drawn from other innovative firms such as Hewlett-Packard, Harris Corporation, and Toyota's Lexus division; application ideas at the end of every chapter to help you apply these creative concepts to your firm; a 100-point diagnostic questionnaire that helps you see how your firm stacks up against the Baldrige criteria; a 50-point diagnostic questionnaire to help you assess how well your suppliers are suited for partnering relationships; and a step-by-step discussion of how to design and implement a customer satisfaction measurement program."--BOOK JACKET.

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Creator
by Earl Naumann
Format
Books
Publication
  • Cincinnati, Ohio : Thomson Executive Press, [1995]
  • ©1995
Physical Details
  • xv, 279 pages : illustrations ; 24 cm
ISBNs
9780538838474, 0538838477
OCLC
ocm29702679

  • Includes bibliographical references and index.

  • Ch. 1. Complacency -- Ch. 2. The Customer Value Triad -- Ch. 3. The Quality Imperative -- Ch. 4. The Service Imperative -- Ch. 5. Value-based Pricing -- Ch. 6. The High Cost of Low Value -- Ch. 7. A Customer Satisfaction Program -- Ch. 8. Getting Close to the Customer -- Ch. 9. Supplier Partnering -- Ch. 10. Cooking Frogs, Charles Darwin, and Kaizen -- Appendix A: A Baldrige-based Self-Diagnostic Questionnaire -- Appendix B: Supplier Partnership Diagnostic Questionnaire -- Appendix C: How to Design a Customer Satisfaction Measurement Program
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