(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.”

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