Total Customer Value Management

Transforming Business Thinking
1. Auflage 2010
ISBN: 978-81-321-0312-7
Verlag: Sage Publications India

Buch, Englisch, 308 Seiten, Format (B × H): 140 mm x 216 mm

The world is changing. So is the Customer. Companies have to reinvent themselves and transform their business thinking to take advantage of such changes, and they must do so by focusing on the most important part of their business: the Customer. Doing so will build sustainable competitive advantage, Customer loyalty and market share, and shareholder wealth, and this book discusses and teaches how

This book expands the realms and the understanding of Customer Value Management (CVM), and creates a new management concept, that of Total Customer Value Management (Total CVM). Total CVM teaches how to align the entire company to the Customer. Business strategy flows from the Customer strategy, and the Customers drive the organization to greater profit. Total CVM expounds the value of employees and building their self esteem, awareness and engagement, and expands the concept of Customer Circles and continuous Customer Improvement Programs and understanding and measuring Customer Value Added.

Insightfully illustrated with case studies, caselets, tables and graphs, this book illustrates how big companies in India, like Tata and Godrej, are embracing Total CVM to effect organizational transformation and change in business thinking. The author has utilized a reader-friendly story-telling approach and a dialogue format to help the reader relate to the characters and their roles, and learn positively from the experiences described in the book.

Autoren/Hrsg.

Mahajan, Gautam

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

TOTAL CVM AND THE COMPANY
The Fundementals
Existing Programs and TOTAL CVM
The Customer Bill of Rights and the Circle of Promises
Strategic and Operational Managers and TOTAL CVM
TOTAL CVM and Sales and Marketing: Chief Marketing Officer
TOTAL CVM
Support, Staff and Operational Managers
The Frontline People
BOTTOM UP TOTAL CVM
Customer Circles
TOTAL CVM AND CERTIFICATION

Über Autor(innen)

Mahajan, Gautam
Gautam Mahajan is an internationally acclaimed expert in strategy, general management (including Customer Value), and globalization. He is President of Customer Value Foundation and Inter-Link Services Private Limited, an International Consulting Firm in operation since 1987, working with clients from America, Europe, Asia, Australia, and India. Gautam is also the Founder Editor of the Journal of Creating Value, an international journal focused on Customer and Value Creation (see jcv.sagepub.com).

Gautam Mahajan is the leading global thought leader in Total Customer Value Management. He worked for a Fortune 50 company in the USA for 17 years and ran one of the largest businesses. He has hands-on experience in consulting, educating leaders, professionals, managers, and CEOs from numerous MNCs and local conglomerates like Tata, Birla, ITC, Alcoa, Reynolds, Sealed Air, Rexam, Viag, DuPont, Continental Can, and Godrej Groups.

He is the author of widely acclaimed books: Customer Value Investment: Formula for Sustained Business Success and Total Customer Value Management: Transforming Business Thinking. He has also taught at IITs and abroad.

Gautam Mahajan was previously the President of the Indo-American Chamber of Commerce; Chairman, PlastIndia Committee; Vice President, All India Plastics Manufacturers Association; Trustee, Plastics Institute of America. He was a member of the US–India think tank and Chairman of the US–India Economic Relations Forum.

Among his honors are Fellowships from Harvard Business School and Illinois Institute of Technology. He also has 18 US patents,
including the PET bottle and noise control kits. He was honored by the Illinois Institute of Technology with its Distinguished Alumni Award in 2001.

He has been written about in the Wall Street Journal. He also gave the first Distinguished Engineering Lecture at Illinois Institute of Technology followed by a Distinguished Management Lecture. In September 2011, he spent time in the US talking about Indo-US relations and how to improve them.

Gautam Mahajan is a graduate of IIT Madras, where he was an Institute Merit Scholar, has a Master’s degree in Mechanics and has completed his PhD coursework from the Illinois Institute of Technology. He has an MBA from Suffolk University.

Gautam Mahajan is a prominent and charismatic speaker and evangelist in Value Creation and travels the world on speaking engagements.

Total Customer Value Management (Total CVM) is a new management concept going far beyond CVM. Total CVM aligns the entire company
to the Customer. It expounds the Value of employees and the building of their self-esteem, awareness, and engagement, and expands the concept of Customer Strategy, Customer Circles and Continuous Customer Improvement Programs, Value pricing, the roles of departments such as HRD and Finance, and measuring CVA and EVA.

Gautam Mahajan is happy to hear from you at [e-mail]