Managing Customer Value: Creating Quality and Service That Customers Can Se

Description

Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.

Get the book

Amazon.com

Search the book

eBay.com

Search the book

Other editions

• 

  Managing Customer Value: Creating Quality and Service That Customers Can...

  • 1994-03-28
  • 458 pages
  • Paperback
  • Simon and Schuster
• 

  Managing Customer Value: One Step At A Time (Second Edition)

  • 2022-05-10
  • 414 pages
  • Ebook
  • World Scientific
• 

  Managing Customer Value: One Stage at a Time

  • 2010
  • 414 pages
  • Paperback
  • World Scientific

Similar books

• 

  Mastering Customer Value Management: The Art and Science of Creating Competitive Advantage

  By Ray Kordupleski

  Customer value management is about: choosing value (determining what customers really value and developing your value proposition ) delivering value (making sure business processes are aligned with value proposition) communicating value ...

• 

  Total Customer Value Management: Transforming Business Thinking

  By Gautam Mahajan

  Doing so will build sustainable competitive advantage, Customer loyalty and market share, and shareholder wealth, and this book discusses and teaches how This book expands the realms and the understanding of Customer Value Management (CVM), ...

• 

  Internet-Based Customer Value Management: Developing Customer Relationships Online

  By Tymoteusz Doligalski

  This book also discusses the possibilities of internet-based customer value management and presents a model describing the process leading to it.

• 

  Superior Customer Value: Strategies for Winning and Retaining Customers, Third Edition

  By Art Weinstein

  Art Weinstein discusses the book in several videos on the CRC Press YouTube Channel.

• 

  Superior Customer Value: Finding and Keeping Customers in the Now Economy

  By Art Weinstein

  Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations.

• 

  Customer Lifetime Value: Reshaping the Way We Manage to Maximize Profits

  By David Bejou, Lerzan Aksoy, Timothy L. Keningham

  Leading thinkers discuss how to leverage CLV in all aspects of business, including customer management, employee management, and firm valuation. Everyone needing to prepare a business for success in the future should read this book.

• 

  Unleashing Customer Value: Your Guide to Agile Value Management

  By John Porter, Robert Caravella

  To bridge this buyer-seller 'expectations gap, ' author John Porter makes the point that all buyer-seller interactions need to be based on business value.

• 

  Managing Customer Experience and Relationships: A Strategic Framework

  By Don Peppers, Martha Rogers

  This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction.

• 

  Customer Value Investment: Formula for Sustained Business Success

  By Gautam Mahajan

  Using the unique Customer-in-Center concept, this pathbreaking book explains how investing in Customer Value can increase the market share and profitability of a company.

• 

  Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit

  By David Pinder, Cindy Barnes, Helen Blake

  Creating and Delivering your Value Proposition provides guidance for business leaders - demonstrating why having a strong value proposition is so important for a company.