Superior customer value: strategies for winning and retaining customers
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boca Raton, Fla. [u.a.]
CRC Press
2012
|
| Ausgabe: | 3. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XVII, 301 S. Ill., graph. Darst. 2 DVD-ROM (12 cm) |
| ISBN: | 9781439861288 |
Internformat
MARC
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| 245 | 1 | 0 | |a Superior customer value |b strategies for winning and retaining customers |c Art Weinstein |
| 250 | |a 3. ed. | ||
| 264 | 1 | |a Boca Raton, Fla. [u.a.] |b CRC Press |c 2012 | |
| 300 | |a XVII, 301 S. |b Ill., graph. Darst. |e 2 DVD-ROM (12 cm) | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-024965487 | ||
Datensatz im Suchindex
| _version_ | 1804149062941802496 |
|---|---|
| adam_text | Titel: Superior customer value
Autor: Weinstein, Art
Jahr: 2012
Contents
Preface.........................................................................................................xiii
Acknowledgments.........................................................................................xv
About the Author........................................................................................xvii
SECTION I CUSTOMER VALUE-THE BUILDING BLOCKS
1 Customers Want Exceptional Value!......................................................3
Importance of Customer Value....................................................................4
So, What Does Value Really Mean?...................................................4
Service, Quality, Image, and Price: The Essence of Customer Value... 6
Business Climate for Value Creation............................................................7
Rise and Fall of the New Economy.....................................................7
Newer Economy.................................................................................8
Overcoming the Great Recession......................................................12
Value-Creating Organization.....................................................................14
Customer Value-Marketing Management Implications.................16
Summary...................................................................................................18
2 Be Customer Driven and Market Driving............................................21
Customer Commitment: Follow the Market Leaders.................................22
Revisiting and Extending the Marketing Concept.....................................24
Building a Market Orientation..................................................................27
Business Orientations.......................................................................27
Becoming Customer Oriented..........................................................29
Market Orientation and Business Performance: Research Findings ...31
Market-Driving Practices...........................................................................32
Creating a Bias for Action.................................................................33
Corporate Entrepreneurship.............................................................35
Cocreation of Value: An Overview...................................................36
Summary...................................................................................................36
3 Process Management-Best Practices..................................................39
Deming s (PDCA) Cycle............................................................................41
Plan..................................................................................................41
Do....................................................................................................41
Check...............................................................................................43
Act....................................................................................................43
Creating Value-Process Innovation........................................................44
Connecting Value-Customer Experience Management..........................46
CEM-Research Findings................................................................47
Checking Value-Benchmarking and Related Process Tools.....................48
Other Process-Checking Tools.........................................................51
Summary...................................................................................................52
SECTION II DESIGNING A SUCCESSFUL CUSTOMER
STRATEGY
4 Building a Winning Business Model and Value Proposition...............57
Business Models.........................................................................................58
Value Proposition.......................................................................................60
Service, Quality, Image, and Price-The Crux of Customer Value... 64
Differentiation-Adding Value..................................................................68
Strategic Implications of Differentiation...........................................69
Summary...................................................................................................70
Appendix: Customer Value Assessment Tool (CVAT™).............................72
Guidelines for Using the Customer Value Assessment Tool..............72
Perceived Service Quality.................................................................72
Perceived Product Quality................................................................74
Perceived Image................................................................................75
Perceived Value-Based Price..............................................................76
5 Service and Quality-The Core Offering.............................................79
Services Create Value.................................................................................80
What Is a Service?.............................................................................80
Cocreation of Services......................................................................81
Customer Service-Research Findings and Managerial
Implications......................................................................................82
Quality Matters.........................................................................................86
What Is Quality?..............................................................................87
Managing Service Quality........................................................................90
Service Delivery Stages-From Pre- to Postsale................................91
SERVQUAL and Gap Analysis.........................................................92
Explicating Service Quality..............................................................94
Improving Service Quality...............................................................96
Summary...................................................................................................99
6 Price and Image-The Communicators.............................................101
How Price Relates to Value......................................................................102
About Reference Prices...................................................................103
Strategic Pricing.......................................................................................104
Pricing Methods......................................................................................106
Making Good Pricing Decisions..............................................................112
Why Price Cuts Are Seldom the Answer.........................................114
Future Pricing Issues................................................................................115
Image-The Other Communicator.........................................................117
Image-Based Differentiation and Positioning..................................120
Cool Companies..........................................................................121
Summary.................................................................................................122
SECTION III EXCELLING IN THE MARKETSPACE
7 E-Commerce-Opportunities in Marketspace..................................127
E-Commerce and Customer Satisfaction.................................................128
Going Mobile and New Technologies.............................................131
Defining E-Service Quality.....................................................................133
E-SQand Customer Loyalty....................................................................133
Improving E-Service Quality..........................................................134
Summary.................................................................................................138
8 Integrated Marketing Communications and Social Media................141
Communicating Value through an IMC Program...................................142
Creating an IMC Program.............................................................144
Social Media............................................................................................146
Online Consumer Typologies.........................................................149
Viral Marketing..............................................................................149
Measuring the Impact of Social Networks and New Media............151
Summary.................................................................................................158
SECTION IV RETAINING CUSTOMERS-ANALYSIS AND
STRATEGY
9 Creating Value through Relationship Marketing...............................163
What Is Relationship Marketing?............................................................164
Relationship Marketing Success.....................................................165
Building Strong Customer Relationships........................................166
Analyzing Buyer Relationships................................................................168
Improving Supply Chain Relationships...................................................171
Customer Relationship Management.......................................................175
Social Customer Relationship Management...................................177
Marketing Automation...................................................................178
Relationship Marketing-Keys to Success...............................................179
Summary.................................................................................................181
10 Customer Loyalty and Retention.......................................................185
Why Focus on Customer Retention?.......................................................186
Customer Loyalty-Issues, Strategies, and Analysis................................187
Measuring Customer Loyalty.........................................................189
NPS.......................................................................................189
RFM......................................................................................189
Usage Analysis and Customer Retention..................................................191
Customer Value/Retention Model...........................................................194
Designing a Customer Retention Program..............................................195
Customer Retention Approaches....................................................197
Summary.................................................................................................199
11 Customer Value Metrics.....................................................................201
Accountability in Marketing....................................................................202
Creating a New Mindset about Measuring Marketing
Performance....................................................................................202
The 5C Approach to Customer Value Metrics..........................................205
Collect VOC Data..........................................................................205
Customer Lifetime Value (CLV).....................................................207
Customer Retention........................................................................209
Customer Revenue..........................................................................209
Communications............................................................................211
Marketing Dashboards............................................................................211
Summary.................................................................................................213
Notes...........................................................................................................215
SECTION V CUSTOMER VALUE CASE STUDIES
Appendix: Analyzing Business Situations-The Customer-Value Funnel
Approach.....................................................................................................233
Case 1: Enterprise Rent-A-Car-A Market-Driven Company.................236
Customers and Environmental Factors...........................................237
Customer Expectations..........................................................238
Competitive Practices............................................................240
Economic Influences.............................................................242
Global Opportunities............................................................243
Value Creation Approach................................................................243
Case 2: FedEx Corporation-A Customer Value Funnel Assessment.....246
Global Business Community (Macroenvironment)........................247
Market (Microenvironment)...........................................................249
Organization..................................................................................251
Branding.........................................................................................252
Customer Value and Business Performance....................................252
Stumbling Blocks..................................................................253
Strategic Changes..................................................................253
Case 3: The Grateful Dead-Creating Deadheads by Providing
Drop-Dead Customer Service..................................................................254
Reliability.......................................................................................255
Availability.....................................................................................256
Tangibles........................................................................................256
Empathy.........................................................................................258
Responsiveness................................................................................259
Recent Developments....................................................................260
Summary.......................................................................................260
Case 4: Harrah s Entertainment-Loyalty Management.........................261
Harrah s Strategy............................................................................261
Creating Loyal Patronage..............................................................264
Migration to the Web....................................................................266
Online Gaming.............................................................................268
Case 5: Publix Super Markets-Achieving Customer Intimacy...............269
Background and Company Philosophy...........................................269
Key Success Factors........................................................................272
Industry Trends and Rankings.......................................................274
Industry Trends.....................................................................274
Industry Rankings.................................................................274
Company Earnings.........................................................................277
Service with a Smile: The Publix Style............................................278
Publix Goes Online (and Off)........................................................281
Current Trends..............................................................................284
Concluding Remark......................................................................286
Case 6: StatePride Industrial Laundry-Value Chain Analysis................287
What Is Value?................................................................................287
Creating Value: The Value Chain Analysis......................................288
Applying Value Chain Analysis......................................................290
Index...........................................................................................................293
|
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| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 3. ed. |
| format | Book |
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| isbn | 9781439861288 |
| language | English |
| lccn | 2011047970 |
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| physical | XVII, 301 S. Ill., graph. Darst. 2 DVD-ROM (12 cm) |
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| spelling | Weinstein, Art Verfasser aut Superior customer value strategies for winning and retaining customers Art Weinstein 3. ed. Boca Raton, Fla. [u.a.] CRC Press 2012 XVII, 301 S. Ill., graph. Darst. 2 DVD-ROM (12 cm) txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Customer services Management Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Kundenmanagement (DE-588)4236865-0 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024965487&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Weinstein, Art Superior customer value strategies for winning and retaining customers Customer services Management Kundenmanagement (DE-588)4236865-0 gnd Unternehmen (DE-588)4061963-1 gnd |
| subject_GND | (DE-588)4236865-0 (DE-588)4061963-1 |
| title | Superior customer value strategies for winning and retaining customers |
| title_auth | Superior customer value strategies for winning and retaining customers |
| title_exact_search | Superior customer value strategies for winning and retaining customers |
| title_full | Superior customer value strategies for winning and retaining customers Art Weinstein |
| title_fullStr | Superior customer value strategies for winning and retaining customers Art Weinstein |
| title_full_unstemmed | Superior customer value strategies for winning and retaining customers Art Weinstein |
| title_short | Superior customer value |
| title_sort | superior customer value strategies for winning and retaining customers |
| title_sub | strategies for winning and retaining customers |
| topic | Customer services Management Kundenmanagement (DE-588)4236865-0 gnd Unternehmen (DE-588)4061963-1 gnd |
| topic_facet | Customer services Management Kundenmanagement Unternehmen |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024965487&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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