Winning with customers : a playbook for B2B / D. Keith Pigues, Jerry Alderman.

Format:

Book

Author/Creator:

Pigues, D. Keith.

Contributor:

Alderman, Jerry D.

Language:

English

Subjects (All):

Customer relations--Management.

Customer relations.

Consumer satisfaction.

Customer services--Management.

Customer services.

Physical Description:

1 online resource (486 p.)

Edition:

1st edition

Place of Publication:

Hoboken, NJ : Wiley, c2010.

Language Note:

English

System Details:

text file

Summary:

Do Your Customers Make More Money Doing Business With You? Knowing the answer can help you build measurable and valuable customer relationships, outperform the competition, and unlock profitable growth. Companies are blind to opportunities for profitable customer relationships without a deep understanding of how they create customer value relative to competitors. With a rigorous and measurable understanding of how customers make more money today and in the future with you, combined with supporting plans and tools to align the entire organization for success, a company can win

Contents:

Winning with Customers: A Playbook for B2B; Contents; Foreword by Karel Czanderna; Preface; Acknowledgments; Introduction by Glenn Dalhart; Chapter 1: Why We Lose; Chapter 2: Define Winning; Chapter 3: The Playbook; Chapter 4: Winning Metrics; Chapter 5: What Does Your Customer Think?; Chapter 6: Informing Decisions; Chapter 7: Executing Value Creation and Value Capture; Chapter 8: The Scoreboard; Chapter 9: Getting Started; Chapter 10: Sustaining and Scaling; Afterword; About the Authors; About the Contributors; Index; Appendix A: Our Approach to Certification and Building Capability

Appendix B: A Little More Background on Outside-In

Notes:

Includes index.

ISBN:

9786612728877

9780470768518

0470768517

9781119205029

1119205026

9781282728875

1282728873

9780470768495

0470768495

OCLC:

659500729