Total customer value management : transforming business thinking / Gautam Mahajan.
Material type:
- 9788132103127 (pbk.)
- 658.812 MAH/Tot 22
- HF5415.55 .M3264 2010
Includes index.
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.
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