(CRC Press: Boca Raton, FL) -- Superior Customer Value: Strategies for Winning and Retaining Customers, Third Edition, by Art Weinstein (CRC Press, 2012) is highly readable, practical, and action-oriented, giving managers at all levels of experience guidance on how to improve marketing operations and create customer-centric organizations. It’s about evaluating customer value in service, technology, and information-based organizations and managing customer relationships.
To provide a service that is of value, Weinstein writes, “… the focus needs to shift from managing departments to managing processes.... An effective process is results-driven, deriving its form from customer requirements—how and when customers want to do business with you.”
New topics in the third edition include:
• Business models
• Co-creation of value
• Corporate entrepreneurship
• Customer experience management
• Customer value metrics
• Net promoter score
• Social media
Expanded coverage of:
• Customer relationship management
• E-business opportunities
Superior Customer Value addresses current trends in value-adding business practice, from understanding how to drive a market and find new ventures, to the rise in customer importance of the online arena. It provides new models and metrics for customer loyalty and retention. Each chapter has a customer value insight checklist, action items, and informative figures and tables.
Customer Value—The Building Blocks
Customers Want Exceptional Value!
Be Customer Driven and Market Driving
Process Management—Best Practices
Designing a Successful Customer Strategy
Building a Winning Business Model and Value Proposition
Service and Quality—The Core Offering
Price and Image—The Communicators
Excelling in the Marketspace
e-Commerce—Opportunities in Marketspace
Integrated Marketing Communications and Social Media
Retaining Customers—Analysis and Strategy
Creating Value through Relationship Marketing
Customer Loyalty and Retention
Customer Value Metrics
Customer Value Case Studies
Appendix: Analyzing Business Situations—The Customer-Value Funnel Approach
Case 1. Enterprise Rent-a-Car
Case 2. FedEx Corporation
Case 3. The Grateful Dead
Case 4. Harrah’s Entertainment Inc.
Case 5. Publix Super Markets Inc.
Case 6. StatePride Industrial Laundry
Art Weinstein, Ph.D., is a professor of marketing in the Huizenga School of Business and Entrepreneurship at Nova Southeastern University, Fort Lauderdale. He earned his Ph.D. in 1991 from Florida International University. Weinstein is the author of The Handbook of Market Segmentation (Routledge, 2004), Designing and Delivering Superior Customer Value (CRC Press, 1999), and the co-author of Defining Your Market (Routledge, 1998) as well as more than 70 scholarly articles and papers on customer-focused topics and marketing strategy issues. He was the founder and editor of the Journal of Segmentation in Marketing. Weinstein has consulted for many high-tech and service firms.