We use cookies to distinguish you from other users and to provide you with a better experience on our websites. Close this message to accept cookies or find out how to manage your cookie settings.
We use cookies to distinguish you from other users and to provide you with a better experience on our websites. Close this message to accept cookies or find out how to manage your cookie settings.
Published online by Cambridge University Press: 05 December 2013
Do not pursue money. He who pursues money will never achieve it. Serve! If you serve as best you can, you will not be able to escape money.
Tomas BataThe concept of “assets” is also changing. Profitability and growth today come from the skilful management of many assets, a great many of which are not reflected in the accountant’s view of the balance sheet, and are intangible. Customer relationships are the most crucial of these assets. The competition for customers and customer bases is becoming fierce. Management focus must shift towards management of this critical asset.
Richard NormannCUSTOMER VALUE AND BUSINESS IMPACT
Why are you losing market share? Which competitors represent the biggest threats? Why are customers only purchasing once? Do you really understand the Value Proposition you are presenting to the market? Where should you focus effort to develop competitive advantage, and what sort of effort will it take?
This chapter shows you a way to respond to all of these questions. The bottom line is: if your customers perceive that they get more Value from your enterprise than from elsewhere, they’ll stay with you, and they’ll recommend you to others. That represents success in the marketplace.
To save this book to your Kindle, first ensure no-reply@cambridge.org is added to your Approved Personal Document E-mail List under your Personal Document Settings on the Manage Your Content and Devices page of your Amazon account. Then enter the ‘name’ part of your Kindle email address below. Find out more about saving to your Kindle.
Note you can select to save to either the @free.kindle.com or @kindle.com variations. ‘@free.kindle.com’ emails are free but can only be saved to your device when it is connected to wi-fi. ‘@kindle.com’ emails can be delivered even when you are not connected to wi-fi, but note that service fees apply.
Find out more about the Kindle Personal Document Service.
To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Dropbox.
To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Google Drive.
