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Customer advisory boards : a strategic tool for customer relationship building

Author: Tony Carter
Publisher: New York : Best Business Books, ©2003.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:

This text shows senior managers how to create and make use of an effective customer advisory board (CAB). Carter (sales and marketing, Columbia U.) explains how to use different types of customer  Read more...

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Details

Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Tony Carter
ISBN: 0789015579 9780789015570 0789015587 9780789015587
OCLC Number: 52554173
Description: xiv, 162 pages : illustrations ; 23 cm
Contents: Machine derived contents note: Contents --
ix Foreword --
Don Spiro --
xi Preface and Acknowledgments --
Section I: Customer Relationship Building --
Chapter 1. Introduction: A Way to Reach Customers --
An Overview of the CAB --
The Customer Relationship-Building Process --
CAB Relationship Selling --
Summary --
Chapter 2. The Customer Relationship-Building Process 25 --
Customer Selling Modes and Membership Commitment --
Defining Customer Sales Building Process --
Methods to Build Customer Relationships --
Maintaining Customer Relationships and the CAB --
Chapter 3. Customer Focus 47 --
Customers and Reengineering --
Value Focus --
Value-Added Features --
Customer Satisfaction --
Customer Orientation --
Networks --
Chapter 4. Customer Alliance and Trust Building --
65 in Relationship Formation --
The Nature of Relationships --
Role of Trust --
Importance of Listening --
Successful Leadership and Emotional Intelligence --
Section Ii: Building Customer Advisory Boards --
Chapter 5. CAB Structure, Procedures, and Agenda 87 --
Forming a CAB --
Board Composition and Procedures --
Types of CABs --
CABs and New Businesses --
Chapter 6. Value of CABs to Customers --
105 and Organizations --
Customer Satisfaction and Loyalty --
Gaining the "Competitive Edge" --
Section Iii: Strategic Uses And Effective --
Management --
Chapter 7. Customer Satisfaction at Prudential Insurance 115 --
Organizational Culture --
Customer Acquisitions --
Customer Retention --
Initiatives to Improve Customer Satisfaction --
Internal Customers --
Prudential's CABs --
Chapter 8. CAB Challenges for Lubrizol and Sony 129 --
Innovation Through Customer Relationships --
Lubrizol's New Direction and Performance --
Sony's Expansion Through Partnerships and Innovation --
Chapter 9. Global Applications 149 --
Real-World CABs --
Competitive Advantage in International Markets --
The Nature of Global Relations --
Saba's Global Customer Advisory Board --
Global Integration of Strategic Change --
Conclusion --
167 Notes --
175 Index.
Responsibility: Tony Carter.
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