Fundamentals of customer-focused management : competing through service / Joby John.

Includes bibliographical references and index.

Pt. I. Introduction and overview. Introduction to customer-focused management -- part II. Understanding customer value and service orientation. Customer value : what business are you in? -- On being service oriented : the key to a sustainable competitive advantage -- part III. Managing customer information. Understanding the customer -- Customer knowledge management -- part IV. Creating and delivering superior customer value -- Delivering customer-focused value by managing customer interactions -- Maximizing yield from value-creating assets -- part V. Managing customer relationships. Selecting and attracting the right customers -- Guaranteeing customer value and product quality -- Customer defection management -- part VI. Ensuring customer-focused culture. Ensuring a customer-focused corporate culture.