The Customer-Centered Enterprise: How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First

by HarveyThompson (Author)

• Used

  Hardcover
  2000

  $3.26

  From IBM - one of the world's great marketing organizations - comes this state-of-the-art, how-to book on developing a customer-driven organization. One of the biggest problems facing organizations today is how to continuously attract customers and attain growth - particularly in commodity-like markets where there is little difference between products and prices (e.g. the airline industry). While there has been much talk and many books on the subject, there have been few documented methodologies that provide a working blueprint for organizations. The Customer Centered Enterprise - from IBM's Principal in Worldwide Customer Value Management - provides a complete, company-tested methodology that shows companies how to attract and retain customers.At the heart of the book is the state-of-the-art management technique called Customer Value Management (CVM). CVM is a collection of techniques, methodologies and strategies designed to weave the needs and wants of all customers into all processes and management activities of the enterprise. In today's nano-second nineties, it is critical that companies continuously monitor and maintain alignment between their customers vision of ideal value delivery and the actual capabilities of the business to deliver that value. Customer Value Management is the leading approach to winning market share and gaining customer loyalty, by making the customer's view an integral part of the business. While there have been many books dealing with the importance of integrating customers into the organization, this is the first book that deals with CVM (which is currently a hot topic), and the first book on the subject to come out of IBM.