目次

Preface  Acknowledgments  Part I: Customer Value Mindset  1. Customers Want Exceptional Value Now!  2. Be Customer-Centric  3. Business Models and Value Propositions  Part II: Customer Value Strategies  4. Segmentation and Customer Value  5. Service Excellence   6. Quality, Price and Image  7. Building Rock-Solid Customer Relationships  Part III: Customer Value Measurement  8. Customer Value Metrics  9. Customer Loyalty and Retention  Appendix: Customer Value Funnel (CVF)  Notes