How the market works
© J. Kraigher-Krainer
The Customer Driven Company
Table of Contents
J. Kraigher-Krainer
Slide 2
Chapter
Content
1
Principles of the Customer Driven Company (CDC)
2
CDC as a Strategic and Managerial Approach
3
Customers´ Perceptions
4
Market Perceived Value
5
Customers´ Environment
6
Customer Loyalty
7
The Path to the Customer Centric Company - Company
Culture
8
Delivery and Communication of Value
References (1)
J. Kraigher-Krainer
Slide 3
•
Belz, Christian; Bieger, Thomas (2006): Customer value. Kundenvorteile schaffen
Unternehmensvorteile. 2., aktualisierte Aufl. St. Gallen: mi; Thexis.
•
Best, Roger J. (2009): Market-Based Management. Strategies for Growing Customer Value and Profitability. 5th ed. Upper Saddle River: Pearson.
•
Boush, David M, Marian Friestad and Peter Wright (2009), Deception in the Marketplace.
The Psychology of Deceptive Persuasion and Consumer Self Protection. New York, NY:
Routledge.
•
Broydrick, Stephen C. (1996): The 7 Universal Laws of Customer Value. How to Win
Customers & Influence Markets. Burr Ridge, IL: Irwin.
•
Carlzon, Jan (1989): Moments of Truth. New Strategies for Today 's Customer-Driven
Economy, Harper Perennial, New York. 1st ed. New York: Harper.
•
Day, George S. (1999): The Market Driven Organization. Understanding, Attracting, and
Keeping Valuable Customers. New York NY: The Free Press.
•
Drucker, Peter F. (1954): The Practice of Management. Ed. 1961 London, GB: Heinemann.
•
Drucker, Peter F. (1967): Managing for Results. Reprint. London: Pan Books.
•
Drucker, Peter F.; Maciariello, Joseph A. (2004): The Daily Drucker. 366 days of insight and motivation for getting the right things done. 1st ed. New York, NY: HarperBusiness.
•
Galbraith, Jay R. (2005): Designing the Customer-Centric Organization. A guide to strategy, structure, and process. San Francisco: Jossey-Bass A Wiley
The Customer Driven Company
Table of Contents
J. Kraigher-Krainer
Slide 2
Chapter
Content
1
Principles of the Customer Driven Company (CDC)
2
CDC as a Strategic and Managerial Approach
3
Customers´ Perceptions
4
Market Perceived Value
5
Customers´ Environment
6
Customer Loyalty
7
The Path to the Customer Centric Company - Company
Culture
8
Delivery and Communication of Value
References (1)
J. Kraigher-Krainer
Slide 3
•
Belz, Christian; Bieger, Thomas (2006): Customer value. Kundenvorteile schaffen
Unternehmensvorteile. 2., aktualisierte Aufl. St. Gallen: mi; Thexis.
•
Best, Roger J. (2009): Market-Based Management. Strategies for Growing Customer Value and Profitability. 5th ed. Upper Saddle River: Pearson.
•
Boush, David M, Marian Friestad and Peter Wright (2009), Deception in the Marketplace.
The Psychology of Deceptive Persuasion and Consumer Self Protection. New York, NY:
Routledge.
•
Broydrick, Stephen C. (1996): The 7 Universal Laws of Customer Value. How to Win
Customers & Influence Markets. Burr Ridge, IL: Irwin.
•
Carlzon, Jan (1989): Moments of Truth. New Strategies for Today 's Customer-Driven
Economy, Harper Perennial, New York. 1st ed. New York: Harper.
•
Day, George S. (1999): The Market Driven Organization. Understanding, Attracting, and
Keeping Valuable Customers. New York NY: The Free Press.
•
Drucker, Peter F. (1954): The Practice of Management. Ed. 1961 London, GB: Heinemann.
•
Drucker, Peter F. (1967): Managing for Results. Reprint. London: Pan Books.
•
Drucker, Peter F.; Maciariello, Joseph A. (2004): The Daily Drucker. 366 days of insight and motivation for getting the right things done. 1st ed. New York, NY: HarperBusiness.
•
Galbraith, Jay R. (2005): Designing the Customer-Centric Organization. A guide to strategy, structure, and process. San Francisco: Jossey-Bass A Wiley
References: Prahalad, Coimbatore K.; Hamel, Gary (1990): The Core Competence of the Corporation. In Harvard Business Review (May/June), pp • Selden, Larry; Colvin, Geoffrey (2003): Angel Customers & Demon Customers Confuse the Two. In Strategic Management Journal 19 (10), pp. 1001–1006. • Sheth, Jagdish N.; Sethia, Nirmal K.; Srinivas, Shanthi (2011): Mindful consumption: a • Soman, Dilip; N-Marandi, Sara (2010): Managing customer value