Contents

Preface

Introduction

PART I Achieving Value-Centered Change

1. The Value Profit Chain

2. Rethinking the Business Using Value-Centered Concepts

PART II Getting Management's Attention

3. Measuring and Communicating Customer Lifetime Value

4. Measuring and Communicating Employee Value

5. Mobilizing for Change: Challenging Strong Cultures

PART III Engineering Value Profit Change

6. The Performance Trinity and the Value Profit Chain

7. Employee Relationship Management Treating Employees Like Customers

8. Customer Relationship Management Treating Customers Like Employees

9. Managing by Value Exchange

10. Leveraging Value over Cost

PART IV Cementing the Gains

11. Identifying and Revisiting Core Values

12. Developing Value-Centered Measurement and Recognition

13. Hardwiring Performance

14. Leading the Organization to Learn and Innovate

Afterword

Appendix A: Compendium of Value Profit Chain Research

Appendix B: The Value Profit Chain Audit

Appendix C: Calculating the Lifetime Value of a Customer

Notes

Index