"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.

 

"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.

"Know Your Customer : New Approaches to Understanding Customer Value and Satisfaction"
by Robert B. Woodruff with contributions by Sarah Gardial
(Published by Blackwell Pub, 1996)

How to move from satisfied customers to those that value you. The authors provide some unique approaches to better understanding the path from satisfied customers to those that truly value you. They provide a framework for interviewing customers that allows the supplier to gain insight on how the customer has made supplier choices in the past. This enable the supplier to create the right product / service attributes that the customer will pay for.
Bill Barnes Director Customer Sat from Kingsport, TN Eastman Chemical Co.

"Creating Value in the Network Economy"
by Don Tapscott
(Published by Harvard Business School Press, 1999)

The Harvard Business Review has led the way in helping executives in every industry adapt to the rapidly evolving networked economy. Don Tapscott, bestselling author of "The Digital Economy " collects the best articles from the Review into a resource for business leaders who want to understand how their businesses can create value and profit from the new economy. Through real-world, authoritative examples from today's leading thinkers, the book lays out the fundamentals of this new era

"The PIMS Principles: Linking Strategy to Performance"
By Buzzell and Gale
(Published by Free Press, 1987) 
The textbook which laid the foundation for CVM. 

When Ray Kordupleski visited Federal Express in 1987 on an AT&T benchmarking tour, he found this book on people's desks being used, not sitting on book cases. "Reading this book was a turning point for me," recalls Ray. Buzzell and Gale had undertaken rigorous analysis of the PIMS (Profit Impact on Market Share) database and proven for the first time a link between relative quality and market share.

"Value Migration: How to think Several Moves Ahead of the Competition"
by Adrian J. Slywotzky
(Published by Harvard Business School Press, 1996)

This book describes how to structure and adapt an organisation precisely to the key values of customers.
 

"What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers"
by Stanley A. Brown
(Published by John Wiley & Sons, 1996)

From customer order fulfilment, billing, and complaint systems to account management and sales force management, WHAT CUSTOMERS VALUE MOST focuses on the many ways organisations reach out and touch their customers, and explores exactly how that can improve the processes behind this contact. This practical book focuses on activities that can and should be undertaken within your organisation in order to become WHAT CUSTOMERS VALUE MOST - a company that is easy to work with.

"The Service Profit Chain : How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value"
by James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger
(Published by Free Press, 1997)

Directly linking profit and growth not only to customer loyalty and satisfaction but to employee
productivity, the authors present a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing results. In-depth case examples demonstrate how the best companies have managed in this regard.

"Creating Customer Value: The Path to Sustainable Competitive Advantage"
By Naumann. 
(Published by Thomson Executive Press, 1995) 

This thought-provoking book covers ways that innovative companies maximize customer value. 

Examples from Hewlett Packard, Harris Corporation and Toyota's Lexus division. "Earl Naumann's Creating Customer Value provides what you need to know to make this concept work in your company and capture the most customer votes." 

Ray Kordupleski, President, Customer Value Management Incorporated.

"The Discipline of Market Leaders"
by Michael Treacy and Fred Wiersema (Published by Addison - Wesley, 1995)

This book poses a key organisational dilemma:  What's your value proposition in the market place and what do you need to do to deliver on it?
 

"Competing on Value: Bridging the Gap Between Brand and Customer Value"
by Stan Maklan, Simon Knox, Ian Ryder
(Published by Pitman Pub Ltd, 1998)

"Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications"
by Art Weinstein, William C. Johnson
(Published by CRC Press - St. Lucie Press, 1999)

This book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s). With the integrated management perspective used by the authors, you will understand how to blend the delivery of service and quality, together with pricing strategies to maximize the value proposition. 

Those companies that embrace customer-driven value-creating methods will gain a competitive edge in the 21st century, those that do not will experience declines. This exciting new book is a guide to retaining your existing customers and to gaining loyal new customers.

"Customer Equity : Building and Managing Relationships As Valuable Assets"
by Robert C. Blattberg, Gary Getz, and Jacquelyn S. Thomas.
(Published by HBS Press, June 2001)

Drawing on real examples, the authors explain the strategies and tactics that make
customer equity management work. They outline customer equity's three core strategies-customer acquisition, customer retention, and add-on selling-and the balance among them, and explain how the customer life cycle affects strategy and the marketing mix. Detailed, how-to chapters follow, clearly mapping out methods and practices for organizational restructuring, customer equity measurement, customer equity accounting, database management, and data analysis. 

"Delivering Profitable Value: A Revolutionary Framework To Accelerate Growth, Generate Wealth, and Rediscover The Heart Of The Business"
by Michael J. Lanning.
(Published by Perseus Press, 2000)

The author discusses the creative relationship between an organization and its customers within the framework in which the customer lives and exists.

"Driving Customer Equity: How Corporate Lifetime Value is Reshaping Corporate Strategy"
by Roland T. Rust, Valerie A. Zeithaml, and Katherine N. Lemon.
(Published by Free Press, 2000)

The authors' Customer Equity Framework yields powerful insights that will help any business increase the value of its customer base. Rust, Zeithaml, and Lemon introduce the three drivers of customer equity -- Value Equity, Brand Equity, and Retention Equity -- and explain in clear, nontechnical language how managers can base their strategies on one or a combination of these drivers. The authors demonstrate in this breakthrough book how managers can build and employ competitive metrics that reveal their company's Customer Equity relative to their competitors. Based on these metrics, they show how managers can determine which drivers are most important in their industry, how they can make efficient strategic trade-offs between expenditures on these drivers, and how to project a financial return from these expenditures.

"Getting It Right!: Creating Customer Value for Market Leadership"
by Philip Weinzimer
(Published by John Wiley & Sons, 1998)

An integrated solution for achieving sustainable market leadership, this simple, easy-to-use,
step-by-step guide is packed with examples of techniques, tools, and traps to watch out for when
implementing customer-focused change and achieving leadership in today's customer-driven market. 20 illustrations.

"The Market Value Process: Bridging Customer and Shareholder Value"
by Alan S. Cleland with contributions by Albert V. Bruno
(Published by Jossey-Bass Publishers, 1996)

As the firing of Apple Computer CEO Michael Spindler so clearly illustrated, customer value without shareholder value can lead to disaster. To be successful in today's economy, companies must build strategies that do an equally effective job of winning both customers and shareholders. This book provides a groundbreaking practical approach to the strategic planning process that accomplishes this task.

"Value Driven Management: How to Create and Maximize Value over Time for Organizational Success"
by Randolph A. Pohlman and Gareth S, Gardiner.
(Published by Amacom, 2000)

The authors cover a balanced approach that will help readers:
* Realize that economic value is only one aspect of value, important but not the paramount objective 
* Build an organization where the values of employees are in sync with organizational values 
* Establish a value-driven culture throughout the organization
* Use value-driven management concepts to solve complex problems 
* Manage their self-development
* Increase their job satisfaction.

"Value Based Management: The Corporate Response to the Shareholder Revolution
(Financial Management Association Survey and Synthesis Series.)"
by John D. Martin and J. William Petty
(Published by Harvard Business School Press, 2000)

The corporate world's comeback to shareholder revolt, value based management (VBM) refers to
tools that financial managers can use to plan, monitor, and control a firm's operations in ways that enhance shareholder value. This timely book-based on the authors' research and on an extensive study of firms that have successfully implemented VBM systems-provides the first objective, field-tested synthesis of the most popular models in use today: the free cash flow method, the economic value added/market value added (EVA/MVA) method, and the cash flow return on investment approach (CFROI). Pointing to the lessons learned by VBM adopters in a wide variety of industries, the authors outline the advantages and disadvantages of each model, and guide managers in electing, implementing, and operating one that best fits their organization.

"Value Leadership: Winning Competitve Advantage In the Information Age"
by Michael C. Harris (Published by ASQ Quality Press, 1997)

Harris presents an integrated system to acheive the delivery of high value to all stakeholders using the voice of the customer as its highest dependant variable.  Defining value in customer terms permits everyone at all organisational  levels to link business decisions with customer needs and wants in a measurable and observable manner.

"The Wizardry of Value Leadership"
by Reginald Goeke and Eric Reidenbach (Published by Rhumb Line Inc., 1999)

Outlines 10 steps to superior value delivery. Provides an integrated framework for driving Customer Value Analysis into the organization using the tool of Value Delivery Analysis.

"To Satisfy & Delight Your Customer : How to Manage for Customer Value"
by William J. Pardee
(Published by Dorset House, 1996)