For a complete listing of books in print on Customer Value visit the Customer Value Management Bookstore

CVA 2000 COLLECTION

"Customer Value Management - The CVA 2000 Collection" is a collection of articles and notes on 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.

CVM on CD-ROM

"The Customer Value Toolkit" is a multimedia CD-ROM featuring Ray Kordupleski and Earl Naumann. It complements the book "Creating Customer Value". The CD-ROM covers ways that innovative companies maximize customer value. (Published by Mescon, and Thomson Executive Press, 1995)

This book may be available from Amazon's network of used bookstores, in Hardback

VIDEOS

"Creating Customer Value:  The Essentials of Marketing"  is a 46 minute video featuring Wharton Professor Barbara Kahn, who shows how you can improve your marketing strategy.  Using real-world cases, she illustrates the key principles of marketing. 

Accompanying the video is a study guide which has a series of worksheets to enable the user to create or refine their own marketing plan.

OUT OF PRINT BOOKS

"The Customer Connection" 
By John Guaspari 
(Published by Amacon Book Division, 1988) 

"The thought that the 'Internal Customer' concept drives bad business decisions is gaining acceptance. When I first read this book in 1989, the concept that the only customer is a paying customer was refreshing. Guaspari is able to cover thought-provoking ideas in an easy style that is fun to read. It is good to see the ideas he proposed a decade ago start to move into the main stream customer service practice. Customer Value Management is built on the premise that the only customer is the one who pays the bill. 

This book may be available from Amazon's network of used bookstores, in Hardback or Paperback.

Rodger Gallagher, Managing Director, Customer Value Management, New Zealand Ltd

"The Enemy Within : Actions That
Self-Destruct Companies, Customer Service and Jobs" 
By Richard Buchanan 
(Published by McGraw-Hill) 

This book does not deal with how to give better customer service, but rather with an oft-overlooked topic--how to interest employees in giving it--not for the good of their employer, but for themselves.

It is based on the premise that organisations never perish due to the actions of outsiders, but rather due to the combined and individual actions of insiders who push away the hands that feed them (usually because they don't know any better). This book teaches what they need to know to stop this.

This book may be available from Amazon's network of used bookstores, in  Paperback.

"Delivering Customer Value - It's Everyone's Job"
By Karl Albrecht. 
(Published by Productivity Press, 1995) 

Albrecht, the old master of service excellence from the 1980s, has now realigned his techniques with the customer value approach. Six basic underlying company values are developed which when implemented, ensure that value is delivered to customers.

This book may be available from Amazon's network of used bookstores, in  Paperback.

"Customer Value Management" - A briefing in the Close to Customer series.
By Professor Merlin Stone and Harvey Thompson

New research has found that companies don't ask what customers want and therefore many customer care programmes actually fail.

In this briefing, Professor Stone and co-author Harvey Thompson, a principal in IBM Global Services, Consulting Group, argue that it is not difficult to implement customer value management.

Monitoring Customer Value Mangement Accounting Guideline #36

(American Institute of Certified Public Accountants & Society of Management Accountants of Canada)

The complete text of Management Accounting Guideline #36, Monitoring Customer Value, which details why organizations must understand when, why, and how customers react to products, services, and price changes, and use that information to better manage their customers through value managing internal functions and processes, is available through the AICPA.