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The customer-centered enterprise : how ibm and other world-class companies achieve extraordinary results by putting customers first / Harvey Thompson.

By: Thompson, Harvey.
Material type: materialTypeLabelBookPublisher: New Delhi : Tata McGraw-Hill Private Company Ltd, 2003Edition: 1st ed.Description: 224 p. ; 24 cm.ISBN: 0071352104; 9780071352109.Subject(s): Customer services | International Business MachineDDC classification: 658.812 Online resources: Amazon.com | Amazon customer reviews Summary: IBM's battle plan for attracting new customers--and keeping them for life. IBM--history's most remarkable organization--stays on top by constantly honing and refining its marketing strategies. One vital strategy, however, remains constant: The customer must always come first. The Customer-Centered Enterprise is the only in-depth exploration of IBM's battle-tested Customer Value Management (CVM)--the revolutionary program that makes the customer's viewpoint paramount in every corporate process and management decision. In today's environment of similar or identical products, CVM's battle-tested techniques will help any company differentiate itself, retain its customers, and grow. Actual examples and case studies show how IBM and other companies have used CVM to align their organization capabilities with customer expectations--experiencing unqualified marketing success.
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Item type Current location Call number Copy number Status Date due Barcode
Books The MUA Library South C campus
- Open Collection
HF 5415.5 .T56 2003 (Browse shelf) 1 Available 2008-1172
Books The MUA Library South C campus
- Open Collection
HF 5415.5 .T56 2003 (Browse shelf) 2 Available 2008-1173

Hardcover.

IBM's battle plan for attracting new customers--and keeping them for life. IBM--history's most remarkable organization--stays on top by constantly honing and refining its marketing strategies. One vital strategy, however, remains constant: The customer must always come first. The Customer-Centered Enterprise is the only in-depth exploration of IBM's battle-tested Customer Value Management (CVM)--the revolutionary program that makes the customer's viewpoint paramount in every corporate process and management decision. In today's environment of similar or identical products, CVM's battle-tested techniques will help any company differentiate itself, retain its customers, and grow. Actual examples and case studies show how IBM and other companies have used CVM to align their organization capabilities with customer expectations--experiencing unqualified marketing success.

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