Fundamentals of customer-focused management: competing through service

Figures Tables Preface Acknowledgments Introduction and Overview Introduction to Customer-Focused Management Understanding Customer Value and Service Orientation Customer Value: What Business Are You In? On Being Service Oriented: The Key to a Sustainable Competitive Advantage Managing Customer Information Understanding the Customer Customer Knowledge Management Creating and Delivering Superior Customer Value Designing and Developing Superior Customer Value Delivering Customer-Focused Value by Managing Customer Interactions Maximizing Yield from Value-Creating Assets Managing Customer Relationships Selecting and Attracting the Right Customers Guaranteeing Customer Value and Product Quality Customer Defection Management Ensuring Customer-Focused Culture Ensuring a Customer-Focused Corporate Culture Subject Index Company Index