Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-b

A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers — this, in turn, re

First Published in 1999, this book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness,

Creating and delivering superior customer value is essential for organizations operating in today's competitive environment. This applies to virtually any kind

Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standar