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ISBN 9788132103127
Publisher

SAGE Publications Ltd

Publication Year 2010
ISBN-13

ISBN 9788132103127

ISBN-10 8132103122
Binding

Paperback

Number of Pages 326 Pages
Language (English)
Subject

Management

Total Customer Value Management: Transforming Business Thinking is a follow-up to the author??s best-selling book Customer Value Investment: Formula for Sustained Business Success (SAGE, 2008). The book explains how employee brand equity builds corporate brand equity, and how companies can increase profits and competitive advantage through Customer Value Transformation. Total Customer Value Management (Total CVM) is a new management concept going far beyond CVM. Total CVM aligns the entire company to the Customer. It expounds the value of employees and the building of their self-esteem, awareness and engagement, and expands the concept of Customer Strategy, Customer Circles and Continuous Customer Improvement Programmes, Value Pricing, the roles of departments such as HRD and Finance, and measuring Customer and Employee Value Added, Insightfully illustrated with case studies, caselets, tables and graphs, the book shows how big companies in India are embracing Total CVM to effect organizational transformation. Table of Contents Foreword ADI GODREJ Preface 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 Appendix I: Total CVM : Barriers and Possible Solutions II: Total CVM at Godrej III: Where We Left off with Customer Value Investment: Formula for Sustained Business Success Index
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