section 1. Customer value : the building blocks -- section 2. Designing a successful customer strategy -- section 3. Excelling in the marketspace -- section 5. Retaining customers : analysis and strategy -- section 5. Customer value case studies.

Customer Value-The Building BlocksCustomers Want Exceptional Value!Be Customer Driven and Market DrivingProcess Management-Best PracticesDesigning a Successful Customer StrategyBuilding a Winning Business Model and Value PropositionService and Quality-The Core OfferingPrice and Image-The...