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Fundamentals of customer-focused management : competing through service

Author: Joby John
Publisher: Westport, Conn. : Praeger, 2003.
Edition/Format:   eBook : Document : EnglishView all editions and formats
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Genre/Form: Electronic books
Additional Physical Format: Print version:
John, Joby, 1957-
Fundamentals of customer-focused management.
Westport, Conn. : Praeger, 2003
(DLC) 2003059681
(OCoLC)52594807
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Joby John
ISBN: 0313053693 9780313053696
OCLC Number: 61164248
Description: 1 online resource (xx, 216 pages) : illustrations
Contents: pt. I. Introduction and overview. Introduction to customer-focused management --
pt. II. Understanding customer value and service orientation. Customer value : what business are you in? --
On being service oriented : the key to a sustainable competitive advantage --
pt. III. Managing customer information. Understanding the customer --
Customer knowledge management --
pt. IV. Creating and delivering superior customer value --
Delivering customer-focused value by managing customer interactions --
Maximizing yield from value-creating assets --
pt. V. Managing customer relationships. Selecting and attracting the right customers --
Guaranteeing customer value and product quality --
Customer defection management --
pt. VI. Ensuring customer-focused culture. Ensuring a customer-focused corporate culture.
Responsibility: Joby John.

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