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Customer Value Investment: Formula for Sustained Business Success, by Gautam Mahajan
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The Customer is the ultimate driver of a business. Customers buy products and services that give them more value and this value is what gives one company the winning edge over another.
Using the unique Customer-in-Center concept, this pathbreaking book explains how investing in Customer Value can increase the market share and profitability of a company. It shows companies how they can be driven by Customers and their needs, and how sustained business success can be achieved through Customer Value Investment.
In addition to clearly explaining key terms and basic concepts—insightfully illustrated with caselets, tables, graphs and key points in each chapter—the book explains how companies can:
- Move beyond Customer management and satisfaction to loyalty
- Become market leaders and improve business results
- Understand the value they provide to Customers
- Improve service quality and loyalty
- Set up Customer-Circles and build Customer Conduits
- Understand competitive strategies and pre-empt competition
- Measure Customer capital
- Sales Rank: #4168915 in Books
- Brand: Brand: SAGE Publications Pvt. Ltd
- Published on: 2007-12-18
- Original language: English
- Number of items: 1
- Dimensions: 8.50" h x .55" w x 5.50" l, .58 pounds
- Binding: Paperback
- 212 pages
- Used Book in Good Condition
Review
Mahajan is CVM Inc’s associate in India. One of the finest consultants in the field, he has great ideas and practical advice and it’s all there in this book… The book tells us why CVM is important and its main focus is on its implementation. Through this book he shows us how a company transforms itself into a customer-centric organization and what are the benefits that accrue thereafter. Mahajan makes a strong case for CV investment by companies. He shows us how this special outlay can bring in sustained business success, generating a huge return on investment (ROI) and improving the value of the company for its stakeholders…A must-read for all business executives, the book works as a powerful and practical guide to make businesses of any size successful by truly placing customers at the centre of its business strategy. The book is extremely user friendly and easily readable. (Business India)
The beauty of the book is that following its concepts benefit the company and its customers. It provides the tools for CVM that is analysing where we are, where we want to be and how to get there. And shows how, by using these tools and CVA for pricing and business decisions a company can develop the formula for sustained business success.
(Business World)The book explains how investing in customer value can increase the market share and profitability of any company.
(Pitch)This book, written in an easy to read story format, will provide executives in all functional areas knowledge on how to institute a holistic approach to dealing with the customer and implement the concepts of customer value within their companies.
(National Institute of Personnel Management) About the Author
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 mahajan@CustomerValuefoundation.com
Most helpful customer reviews
1 of 1 people found the following review helpful.
Profound Truths and Entertaining Style
By Lynn Hunsaker
Written as a conversation between two managers, this book is easiest to read and most comprehensive, yet concise, of all available books on the essential subject of how to manage customer value (related terms: customer equity, profit chain, return on customer, customer value analysis, customer value-added). Gautam does a superb job of explaining this concept and how to maximize customer value as a practical application. What I enjoyed most were his profound observations of essential truths, such as the fact that just about anything in a company can be outsourced except customers: "We cannot outsource our customers, so the customer is that indispensable part of our business, without whom there is no reason for our business to exist. ... Our business rotates around the customer. Everyone knows this, but in practice, the customer is not always in the center! ... Just as a machine asset needs to be maintained, a customer asset also needs to be maintained. Can you imagine a business where adding new machines is more important than maintaining existing ones?" For any size of business, in any industry or country, this book is not only relevant, but also essential for long-term success and maximization of your potential.
0 of 0 people found the following review helpful.
Great desk reference
By Jim Carras
If you are interested in creating value for your customers, then this book helps to focus you in better understanding what that means.
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