Total customer value management : transforming business thinking / Gautam Mahajan.

Format:

Book

Author/Creator:

Mahajan, Gautam, author.

Language:

English

Subjects (All):

Relationship marketing.

Total quality management.

Physical Description:

1 online resource (347 pages)

Edition:

1st ed.

Place of Publication:

Los Angeles : Response Books, 2010.

Summary:

The world is changing. So is the customer. Insightfully illustrated with case studies, caselets, tables, and graphs, this book illustrates how big companies in India, like Tata and Godrej, are embracing Total Customer Value Management to effect organizational transformation and change in business thinking. The author has utilized a reader-friendly story-telling approach and a dialogue format to help the reader relate to the characters and their roles, and learn positively from the experiences described in the book.

Contents:

Cover

Foreword

Preface

1 Prologue: From BestPractices to Next Practices

2 Total CVM and the Company

3 The Fundamentals

4 Existing Programmesand Total CVM

5 The Customer Bill of Rightsand the Circle of Promises

6 Strategic and OperationalManagers and Total CVM

7 Total CVM and Sales andMarketing: Chief Marketing Offi cer

8 Total CVM: Support, Staffand Operational Managers

9 The Frontline People

10 Bottom-up Total CVM:Customer Circles

11 Total CVM and Certifi cation

12 Epilogue: Total CVM at GlacierProducts

Appendix I Total CVM: Barriers andPossible Solutions

Appendix II TOTAL CVM at Godrej

Appendix III Where We Left off with CustomerValue Investment: Formula forSustained Business Success

Index

About the Author.

Notes:

Description based on print version record.

Includes index.

ISBN:

93-5388-713-5

OCLC:

1260345403