CVM Recommended Books -

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"Mastering Customer Value Management "
by Ray Kordupleski, Janice Simpson
(Published by: Pinnaflex Educational Resources, Inc; May 1, 2003)

Ray Kordupleski's ten steps for implementing customer value management provide business practitioners with a wealth of practical guidelines for improving their processes to deliver value to customers.

"Customer Value Management - The CVA 2000 Collection"
By Rodger Gallagher and Ray Kordupleski
(Published by Customer Value Management, 1999) 

This collection of articles and notes covers what works and what doesn't when you are kicking off a Customer Value Management Project. The collection has been prepared by Rodger Gallagher and Ray Kordupleski, two of the leading experts on adding real value to businesses with Customer Value Management.

"Crafting Customer Value: The Art and Science"
by Peter Duchessi
(Published by Purdue University Press, 2002)

In today's competitive marketplace, customer value - a combination of product and service benefits at a fair price that creates value in the minds of customers - 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 and how to go about doing it in each area.

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.

"Managing Customer Value: Creating Quality and Service That Customers Can See"
By Brad Gale 
(Published by Free Press, 1994) 

The practical implementation of these principles are covered in Brad Gale's landmark work, . New metrics for market perceived quality are provided that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis helps guide business unit teams in their efforts to outperform competitors in satisfying customers. Learning to master Gale's system accelerates customer satisfaction from a slogan to a science and ultimately leads to true strategic management.