Market-driven management : how to define, develop, and deliver customer value /
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| Author / Creator: | Webster, Frederick E. |
|---|---|
| Edition: | 2nd ed. |
| Imprint: | New York : Wiley, c2002. |
| Description: | xiii, 320 p. : ill. ; 23 cm. |
| Language: | English |
| Subject: | |
| Format: | Print Book |
| URL for this record: | http://pi.lib.uchicago.edu/1001/cat/bib/4767986 |
Table of Contents:
- 1. Putting the Customer First--Always!
- The Evolution of Marketing and Business Strategy
- Customer Orientation as a New Idea
- Problems in Adopting the Marketing Concept
- Summary
- 2. Strategic Planning and Marketing
- Emergence of Long-Range Strategic Planning
- PIMS: Profit Impact of Market Strategy
- Competitor-Centered versus Customer-Centered Planning
- A New Balance: Customers, Company, and Competitors
- A Value-Delivery Business Model
- Summary
- 3. Marketing As Process: Quality, Service, and Customer Satisfaction
- Marketing as Process
- Quality as a Way of Doing Business
- The SERVQUAL Model
- Analyzing Customer Needs and Wants
- Analyzing Competitors through Benchmarking
- Analyzing Your Company's Internal Resources
- Measuring Company Performance by Obtaining Customer Feedback
- Summary
- 4. Market Targeting and the Value Proposition
- The Siren Song of Sales Volume
- Segmenting the Market and Targeting Customers
- Market Targeting: Selecting Market Segments
- Positioning: Communicating Value to the Customer
- Developing the Product Offering
- Service as Part of the Product Offering
- Communicating Value to the Target Market
- Summary
- 5. Customer Relationship Management
- Continuum of Customer Relationships
- Implementing Relationship Marketing
- Summary
- 6. Strategic Partnering and Network Organizations
- Strategic Buyer-Seller Partnerships
- Developing the Partnering Strategy
- Strategic Alliances
- The Value Chain Revisited
- Marketing Channels as Strategic Alliances
- Defining the Customer in a Network Organization
- The "Boundaryless" Organization
- The Role of Marketing in Network Organizations
- Summary
- 7. Organizational Culture and Customer Orientation
- The Concept of Corporate Culture
- Five Perspectives on Organizational Culture
- Corporate Culture, Customer Orientation, and Innovativeness
- Summary
- 8. Developing a Customer-Oriented, Market-Driven Company
- Markets and Marketing Past and Future
- Marketing to the Global Customer
- The Value-Delivery Concept of Strategy
- Managing Customer Loyalty
- Customer Orientation as Organizational Culture
- Customer Orientation as Market Intelligence
- Creating a Learning Organization
- Strategic Alliances and Network Organizations
- Summary
- 9. Implementing the Value-Delivery Concept of Marketing Strategy
- Guidelines for Implementing the New Marketing Concept
- Summary
- Notes
- Index
