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Published: Wednesday, February 29, 2012 - 13:12 (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: Expanded coverage of: 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 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. Quality Digest does not charge readers for its content. We believe that industry news is important for you to do your job, and Quality Digest supports businesses of all types. However, someone has to pay for this content. And that’s where advertising comes in. Most people consider ads a nuisance, but they do serve a useful function besides allowing media companies to stay afloat. They keep you aware of new products and services relevant to your industry. All ads in Quality Digest apply directly to products and services that most of our readers need. You won’t see automobile or health supplement ads. So please consider turning off your ad blocker for our site. Thanks, CRC Press is a premier global publisher of science, technology, and medical resources. It offers unique, trusted content by expert authors, spreading knowledge and promoting discovery worldwide. Its aim is to broaden thinking and advance understanding in the sciences, providing researchers, academics, professionals, and students with the tools they need to share ideas and realize their potential. CRC Press is a member of Taylor & Francis Group, an informa business.Superior Customer Value
Art Weinstein’s new edition on learning how and when customers want to do business with you
• Business models
• Co-creation of value
• Corporate entrepreneurship
• Customer experience management
• Customer value metrics
• Net promoter score
• Image
• Innovation
• Social media
• Customer relationship management
• E-business opportunitiesContents
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 LaundryAbout Art Weinstein
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