Create Customer Value (The Gold Medal Training Book of IBM Company)

Author: Harvey Thompson
Publisher:
Publication Date: 2003-01-01
Features: This book has received a five-star rating from Amazon.com readers and was selected as one of the top ten bestsellers by 3Com Corporation. It is a classic work in modern management thought that every manager who wants to create profitable businesses should carefully study. The book "Creating Customer Value" provides a step-by-step report on CVM, clarifying how you can integrate these technologies and strategies into your company's operations. Harvey Thompson, the global executive director of IBM's customer value management consulting and an early designer of CVM, wrote "Creating Customer Value," which describes a systematic methodology and operational framework for CVM. Its significance lies in: providing ideal customer-defined value at every point of contact between customers and your business; attracting and retaining customers through differentiation strategies—even in markets with similar products; shifting the company's focus from an internal perspective (cost cutting, pursuing efficiency) to an external perspective (creating additional value for customers); optimizing and targeting clear customer needs to drive process improvement and determine the priority of business investments. By fully adopting the CVM approach, IBM and other major companies have achieved market leadership and replaced the product-driven, inward-looking perspective with a customer-driven, outward-looking approach. The new market classic—The book "Creating Customer Value"—will tell you how these companies succeeded and how you can achieve similar success in your own business.