Chapter 1 What Is and How to Use Customer Value
Chapter 2 Components of Customer Value
Chapter 3 Measuring Value (Customer Value Added)
Chapter 4 Meaning of Data and How to Use It
Chapter 5 Using Customer Value Data Usefully
Chapter 6 Customer Value Data and Business Results
Chapter 7 Loyalty Curves and Value Maps
Chapter 8 Customer Value and Loyalty
Chapter 9 Total Customer Value Management and Customer Culture
Chapter 11 Customer-Centric Circles
Chapter 12 Customer’s Bill of Rights
Chapter 13 Employee Value Added
Chapter 14 Total Customer Value Management, Pricing and Preventing Commoditization
Chapter 15 Customer Value Ideas for You
Chapter 16 Discussion of What You Have Learned Earlier
Appendix Short Guide to Customer Value Management
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