Total customer value management : transforming business thinking /
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| Format: | Book |
| Language: | English |
| Published: |
New Delhi Thousand Oaks :
Response Books,
2010.
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Table of Contents:
- 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.