Market-driven management : how to define, develop, and deliver customer value /

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Bibliographic Details
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
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ISBN:0471236934 (cloth : alk. paper)
Notes:Includes bibliographical references and index.
committed to retain 20170930 20421213 HathiTrust
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