Mastering Customer Value Management: The Art and Science of Creating Competitive Advantage

Rating:
Summary: Customer VALUE management nails it!
Review: As an MBA professor, author, and customer service consultant, I had the opportunity to review early drafts of Ray's excellent book. This is a gem. It nails the importance of building customer VALUE. It ties together a rationale for company efforts to serve, satisfy, and create loyalty with the customers who determine the success of the business. The writing is clear and straightforward and the content invaluable for any business person interested in boosting the bottom line (and who isn't?)

Congratulations to Ray and Janice for offering an excellent addition to our field of knowledge. I highly recommend this book.