The value network : integrating the five critical processes that create customer satisfaction
Author(s)
Bibliographic Information
The value network : integrating the five critical processes that create customer satisfaction
AMACOM, c1994
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Note
Includes bibliographical references (p. 187-189) and index
Description and Table of Contents
Description
It doesn't matter how effeciently a company is run, if it doesn't deliver services or goods that have tangible value to customers. This book establishes a working definition of value, and explains how to create and deliver it through integrating five key processes - marketing, engineering, acquisition, manufacturing and customer service. Using many examples from actual companies, the book shows readers how to: determine what "value" is to any given customer; plan, organize, integrate, measure and improve the five critical value-contributing processes; use cross-functional teams as links in the network; improve information exchange as links by utilizing technology; and reorient activities in terms of value and watch profits grow. Louis De Rose is the author of "Value Selling".
by "Nielsen BookData"