Contents
Chapter 1 What Is and How to Use Customer Value
Chapter 2 Components of Customer Value
Chapter 3 Measuring Value (Customer Value Added)
Chapter 4 Meaning of Data and How to Use It
Chapter 5 Using Customer Value Data Usefully
Chapter 6 Customer Value Data and Business Results
Chapter 7 Loyalty Curves and Value Maps
Chapter 8 Customer Value and Loyalty
Chapter 9 Total Customer Value Management and Customer Culture
Chapter 11 Customer-Centric Circles
Chapter 12 Customer’s Bill of Rights
Chapter 13 Employee Value Added
Chapter 14 Total Customer Value Management, Pricing and Preventing Commoditization
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