Superior Customer Value P 214 p. 19
Weinstein, Art 著
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