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Tables of Contents for Designing and Delivering Superior Customer Value
Chapter/Section Title
Page #
Page Count
Customers Want Top Value
Becoming Customer Oriented
Process and Customer Value
Defining and Refining the Value Proposition
Defining and Managing Service Quality
Communicating Value Through Price
Strategies for Adding and Communicating Value
Maximizing Value Through Retention Marketing
Keeping Customers Through Relationship Marketing
Cases
AAA Motor Club - Responding to Change
Ethyl Corporation - Becoming Customer - Oriented
Glaxo Wellcome, Inc. - Internal Marketing Leads to Customer Responsiveness
Grateful Dead - Customer Loyalty and Service Quality
Harrah's Casino's - Brand Building
International Food Ingredients Supplier - Customer Value Analysis
Larry Bird's Home Court - Brand Repositioning
Motorola - Supply Chain Management
Nantucket Nectars - Perceived Quality
National Association of Small Business Owners - Customer Retention
Par Value - Enhancing Customer Value
Pizza Hut - A Customer Loyalty Program
Publix Supermarkets - Customer Intimacy
Rubbermaid - Market Orientation
State Pride Industrial Laundry - Value Chain Analysis
Southwest Airlines - Value Added Services
Teleplaza, Inc. - Differentiation
Time Insurance - A Study of Process Quality Improvement