The world is changing. So is the customer. Companies have to reinvent themselves and transform their business thinking to take advantage of such changes, and they must do so by focusing on the most important part of their business: the customer. Doing so will build sustainable competitive advantage, customer loyalty and market share, and shareholder wealth, and this book discusses and teaches how
This book expands the realms and the understanding of Customer Value Management (CVM), and creates a new management concept, that of Total Customer Value Management (Total CVM). Total CVM teaches how to align the entire company to the customer. Business strategy flows from the customer strategy, and the customers drive the organization to greater profit. Total CVM expounds the value of employees and building their self esteem, awareness and engagement, and expands the concept of Customer Circles and continuous Customer Improvement Programs and understanding and measuring Customer Value Added.
Insightfully illustrated with case studies, caselets, tables, and graphs, this book illustrates how big companies in India, like Tata and Godrej, are embracing Total CVM to effect organizational transformation and change in business thinking. The author has utilized a reader-friendly story-telling approach and a dialogue format to help the reader relate to the characters and their roles, and learn positively from the experiences described in the book.