The wizardry of customer value: an action guide to measuring & managing loyalty
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Morgantown,W Va.
Rhumb Line
1998
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | X, 141 S. graph. Darst. |
| ISBN: | 1893066002 |
Staff View
MARC
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| 245 | 1 | 0 | |a The wizardry of customer value |b an action guide to measuring & managing loyalty |c by R. Eric Reidenbach and Gordon W. McClung |
| 264 | 1 | |a Morgantown,W Va. |b Rhumb Line |c 1998 | |
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Record in the Search Index
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| adam_text | TABLE OF CONTENTS
FOREWORD i
TABLE OF CONTENTS v
PREFACE viti
UNDERSTANDING THE POWER OF VALUE 1
Defining Value 4
Some Key Value Propositions 10
The Value Performance Chain™ 16
Value Drives Increased Margins 22
Value Drives Increased Share Position 24
Reduced Price Sensitivity 4 27
Increased Profitability 28
A Fundamental Question 30
YOU CAN T MANAGE WHAT YOU DON T OR WON T
MEASURE 34
The Institutionalization of Old Practices — Tribal Lore 35
Ad Hoc Additions or 38
Flat Learning Curves or Regulated Hangovers 39
False Contentment- If It s Not Broke, Forget About It 42
Evolving Management Philosophies 50
© Rhumb Lun£, Iia£.
TWO KEY THINGS TO MEASURE/TWO KEY THINGS TO
MANAGE 58
Step One: Segment Your Market 59
Step Two: Develop Segment Specific Value Models 62
Assessing Your Competitive Value Proposition 67
Competitive Value Delivery in Heavy Equipment 69
Competitive Value Delivery in the Telecomm Industry 74
Loyalty of Your Current Customer Base 76
Customer Retention in the Credit Card Industry 80
Customer Retention in the HealthCare Industry 4 83
Conduct a Value Audit 85
Patient Value Audit _85
Healthcare Member Value Audit 88
Healthcare Physician Value Audit 89
Healthcare Employer Value Audit 93
Assess the Vulnerability of Your Competitor s Customer Base 99
TWO THINGS TO MANAGE 103
Prioritize Customers or Segments 103
The Strategic Options Matrix™1 104
There are four strategic options: 107
Target for Pruning/Harvesting 107
Target for Value Enhancement ___ 107
Target for Enhanced Attractiveness 108
Target for Relationship Building 109
Failure is a Laboratory for Learning. Do a Performance Analysis... 112
Turn the Problem Over to a Team 114
Attack the Problem with VDA 117
You Can t Improve What You Don t Understand 119
If You Can Draw It You Can Understand It 122
Value Delivery Analysis: A Value Enhancing Tool 124
The Right Stuff: Implementing Value Enhancing Outcomes 127
Commitment to the Concept of Customer Value 128
Drive Out Fear of Change 128
Dedication to Continual and Constant Improvement 129
Willingness to Innovate 130
Institute a Program of Education and Retraining 130
Top Management Action , 131
WHERE TO FROM HERE? 133
INDEX 137
© Rjoumb ULm, inc. yi;
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| illustrated | Illustrated |
| indexdate | 2024-07-09T23:10:16Z |
| institution | BVB |
| isbn | 1893066002 |
| language | English |
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| physical | X, 141 S. graph. Darst. |
| publishDate | 1998 |
| publishDateSearch | 1998 |
| publishDateSort | 1998 |
| publisher | Rhumb Line |
| record_format | marc |
| spelling | Reidenbach, R. Eric Verfasser aut The wizardry of customer value an action guide to measuring & managing loyalty by R. Eric Reidenbach and Gordon W. McClung Morgantown,W Va. Rhumb Line 1998 X, 141 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Kundenwert (DE-588)4515875-7 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Messung (DE-588)4038852-9 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 s Kundenwert (DE-588)4515875-7 s Messung (DE-588)4038852-9 s DE-188 MacClung, Gordon W. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021932958&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Reidenbach, R. Eric MacClung, Gordon W. The wizardry of customer value an action guide to measuring & managing loyalty Kundenwert (DE-588)4515875-7 gnd Kundenorientierung (DE-588)4316837-1 gnd Messung (DE-588)4038852-9 gnd |
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| title | The wizardry of customer value an action guide to measuring & managing loyalty |
| title_auth | The wizardry of customer value an action guide to measuring & managing loyalty |
| title_exact_search | The wizardry of customer value an action guide to measuring & managing loyalty |
| title_full | The wizardry of customer value an action guide to measuring & managing loyalty by R. Eric Reidenbach and Gordon W. McClung |
| title_fullStr | The wizardry of customer value an action guide to measuring & managing loyalty by R. Eric Reidenbach and Gordon W. McClung |
| title_full_unstemmed | The wizardry of customer value an action guide to measuring & managing loyalty by R. Eric Reidenbach and Gordon W. McClung |
| title_short | The wizardry of customer value |
| title_sort | the wizardry of customer value an action guide to measuring managing loyalty |
| title_sub | an action guide to measuring & managing loyalty |
| topic | Kundenwert (DE-588)4515875-7 gnd Kundenorientierung (DE-588)4316837-1 gnd Messung (DE-588)4038852-9 gnd |
| topic_facet | Kundenwert Kundenorientierung Messung |
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