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E-mail Message: I thought you might be interested in this item at http://www.worldcat.org/oclc/52594807 Title: Fundamentals of customer-focused management : competing through service Author: Joby John Publisher: Westport, Conn. : Praeger, 2003. ISBN/ISSN: 156720564X 9781567205640 OCLC:52594807

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Fundamentals of customer-focused management : competing through service

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Fundamentals of customer-focused management : competing through service

Author:	Joby John
Publisher:	Westport, Conn. : Praeger, 2003.
Edition/Format:	Book : EnglishView all editions and formats
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Document Type:	Book
All Authors / Contributors:	Joby John Find more information about:
ISBN:	156720564X 9781567205640
OCLC Number:	52594807
Description:	xx, 216 p. : ill. ; 25 cm.
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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