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Superior Customer Value in the New Economy: Concepts and

Concepts and Cases

Superior Customer Value in the New Economy:  Concepts and by William C. Johnson
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The Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. It delivers expert guidance on designing, implementing, and evaluating a CV strategy that benefits service and information-based organizations. Building upon concepts, cases, and in-chapter applications, the book addresses best practices, organizational responsiveness, market orientation, and the planning and strategy issues that result in high rates of customer satisfaction. The book concludes with 18 detailed examples of companies attempting to create customer value. Each case study delivers an in-depth look at major CV themes such as responding to change, being customer oriented, customer loyalty, and more.
CRC Press; June 2004
406 pages; ISBN 9780203501498
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Title: Superior Customer Value in the New Economy: Concepts and
Author: William C. Johnson; Art Weinstein
 
ISBNs
0203501497
9780203501498
9781135458584
9781574443561

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