Total Customer Value Management: Transforming Business Thinking

Total Customer Value Management: Transforming Business Thinking, a follow-up to the author’s best-selling book Customer Value Investment: Formula for Sustained Business Success, explains how employee brand equity builds corporate brand equity, and how companies can increase profits and competitive advantage through Customer Value transformation. Total Customer Value Management (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 Programmes, Value Pricing, the roles of departments such as HRD and Finance, and measuring Customer and Employee Value Added. Insightfully illustrated with case studies, caselets, tables and graphs, the book shows how big companies in India are embracing Total CVM to effect organizational transformation.