Picture 1 of 1

Stock photo

Fundamentals of Customer-Focused Management : Competing Through Service, Hard... - Picture 1 of 1

Fundamentals of Customer-Focused Management : Competing Through Service by Joby John (2003, Hardcover)

Great Book Prices Store (341044)

96.7% positive feedback

Price:

$121.77

Free shipping

Estimated delivery Thu, Sep 4 - Mon, Sep 15

Returns:

14 days returns. Buyer pays for return shipping. If you use an eBay shipping label, it will be deducted from your refund amount.

Condition:

Brand New

Fundamentals of Customer-Focused Management : Competing Through Service, Hardcover by John, Joby, ISBN 156720564X, ISBN-13 9781567205640, Brand New, Free shipping in the US Customer-orientation, customer-centricity, and customer relationship management (CRM) are not new concepts or practices. But information technology has unleashed tremendous opportunities in dealing with a customer and in creating value to the customer. And yet the majority of CRM investments and initiatives fail because firms do not have the appropriate orientation to serving the customer. The principal aim of this book is to get the reader to think about th firm and the way it conducts its business in a certain way--with a customer focus.

About this product

Product Identifiers

PublisherBloomsbury Publishing USA

ISBN-10156720564X

ISBN-139781567205640

eBay Product ID (ePID)28038672023

Product Key Features

Number of Pages240 Pages

LanguageEnglish

Publication NameFundamentals of Customer-Focused Management : Competing Through Service

SubjectTotal Quality Management, Marketing / General, Customer Relations, Industrial Management, General

Publication Year2003

TypeTextbook

AuthorJoby John

Subject AreaBusiness & Economics

FormatHardcover

Dimensions

Item Height0.6 in

Item Weight18.1 Oz

Item Length9.2 in

Item Width6.1 in

Additional Product Features

Intended AudienceCollege Audience

LCCN2003-059681

Reviews"This book views the "experience economy" through the prism of customer-focused management, and in so doing, creates a valuable one-volume synthesis of the subject. This cleanly written, well-organized, popularized presentation is useful for upper-division undergraduate students in various business courses and is a good introduction to the subject for practitioners in the field. Recommended. Upper-division undergraduate through professional collections." Choice, "This book is very rich, which requires the reader to pay close attention to ideas....[e]ven the staunchest customer advocates need the type of reminder that this book offers. If a CEO, even a customer focused CEO such as Jeff Bezos of Amazon.com, were to read this book, he would obtain workable ideas."- ., "[V]ery well structured and logically organized....[e]xcellent as a management introduction to the area for professionals....The book should also be suitable for MBA students and undergraduate courses in marketing and management. The excellent structure of the book should make it quite easy to design a whole course around the book." International Journal of Service Industry Management, "This book views the "experience economy" through the prism of customer-focused management, and in so doing, creates a valuable one-volume synthesis of the subject. This cleanly written, well-organized, popularized presentation is useful for upper-division undergraduate students in various business courses and is a good introduction to the subject for practitioners in the field. Recommended. Upper-division undergraduate through professional collections."- Choice, "[V]ery well structured and logically organized....[e]xcellent as a management introduction to the area for professionals....The book should also be suitable for MBA students and undergraduate courses in marketing and management. The excellent structure of the book should make it quite easy to design a whole course around the book."- International Journal of Service Industry Management, "This book is very rich, which requires the reader to pay close attention to ideas....[e]ven the staunchest customer advocates need the type of reminder that this book offers. If a CEO, even a customer focused CEO such as Jeff Bezos of Amazon.com, were to read this book, he would obtain workable ideas." .

Dewey Edition22

Number of Volumes1 vol.

Dewey Decimal658.8/12

Table Of ContentFigures Tables Preface Acknowledgments Introduction and Overview Introduction to Customer-Focused Management Understanding Customer Value and Service Orientation Customer Value: What Business Are You In? On Being Service Oriented: The Key to a Sustainable Competitive Advantage Managing Customer Information Understanding the Customer Customer Knowledge Management Creating and Delivering Superior Customer Value Designing and Developing Superior Customer Value Delivering Customer-Focused Value by Managing Customer Interactions Maximizing Yield from Value-Creating Assets Managing Customer Relationships Selecting and Attracting the Right Customers Guaranteeing Customer Value and Product Quality Customer Defection Management Ensuring Customer-Focused Culture Ensuring a Customer-Focused Corporate Culture Subject Index Company Index

SynopsisProvides a thorough understanding of what it takes for a firm to become and remain customer-focused and for managers to learn the service orientation., Customer-orientation, customer-centricity, and customer relationship management (CRM) are not new concepts or practices. But information technology has unleashed tremendous opportunities in dealing with a customer and in creating value to the customer. And yet the majority of CRM investments and initiatives fail because firms do not have the appropriate orientation to serving the customer. The principal aim of this book is to get the reader to think about th firm and the way it conducts its business in a certain way--with a customer focus. It is now becoming clearly evident that all firms compete on service. Providing superior service becomes a prerequisite for any differentiation strategy to succeed. To provide superior service for a competitive advantage requires a concrete understanding of what service-orientation means. This orientation, in the form of frame of mind, is essential for the firm to take advantage of opportunities and to address the challenges so as to gain a competitive advantage. For excellent service firms, the challenges and opportunities in providing services are a constant endeavor. For others, these challenges and opportunities are not that obvious. A complementary aim of this book, therefore, is to instill into the reader the principles of managing services.

LC Classification NumberHF5415