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ISBN: 0875847994, 9780875847993Издательство: Harvard Business School Press
With this book, managers have a rigorous new approach to building firm value. The authors offer a comprehensive system for putting customer relationships at the center of the business and give managers the tools for implementing customer-based strategiesto improve profitability and growth. Fresh, practical examples illustrate how companies-including ScrubaDub car wash, Inc. magazine, and Staples office supplies-have inventively used information and knowledge management technologies to connect with theircustomers in new ways. Customer Connections reveals how these firms have managed to offer products and services that match the needs of their most valuable customers. It introduces a "value compass" that enables executives to target the four sources of customer value: right customer portfolio (choosing the customers you want), range of value proposition (selecting what you want to offer them), roles in relationship (deciding what type of relationship you want with them), and rewards...