Crafting Customer Value: The Art and Science

Peter Duchessi

2002 urt. · Purdue University Press

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In today's competitive marketplace, customer value is a combination of product and service benefits at a fair price that creates value in the minds of customers - this is the key variable for business success. Using several comprehensive and highly integrated frameworks, Peter Duchessi provides strategies for defining customer value and for developing the critical business, personnel, quality, and information systems that are responsible for delivering customer value. Whereas other books focus on just one of these critical areas, Crafting Customer Value provides a comprehensive account of what a company must do in each area and the steps to achieve it. The author's numerous vignettes and cases illustrate how successful companies set clear business direction, formulate a customer value strategy, design and implement new business processes, develop a loyal cadre of employees, institute effective quality programs, and deploy state-of-the-art information systems. This book is a valuable guide for managers who are interested in transforming their companies into customer value-added enterprises that can earn high profits.

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Peter Duchessi received a Ph.D. from Union College in 1982. He provides consulting and management education services to a number of international companies, including GE, Siemens, AG, and Arthur D. Little. His areas of expertise include business planning and transformation, service management, operations management, information technology management, and e-commerce. Additionally, Duchessi lectures at the Graduate School of Business Administration, Switzerland, and the University del Salvadore, Argentina. He publishes regularly in leading business journals, including California Management Review, Management Science, Journal of Management Information Systems, and European Journal of Operational Research.