Total customer value management : transforming business thinking /

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Bibliografiske detaljer
Hovedforfatter: Mahajan, Gautam, 1946-
Format: Bog
Sprog:engelsk
Udgivet: New Delhi Thousand Oaks : Response Books, 2010.
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Indholdsfortegnelse:
  • Prologue: from best practices to next practices
  • Total CVM and the company
  • The fundamentals
  • Existing programmes and total CVM
  • The customer bill of rights and the circle of promises
  • Strategic and operational managers and total CVM
  • Total CVM and sales and marketing: chief marketing officer
  • Total CVM: support, staff and operational managers
  • The frontline people
  • Bottom-up total CVM: customer-circles
  • Total CVM and certification
  • Epilogue: total CVM at Glacier Products.