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Customer Responsive Management: The Flexible Advantage

ISBN: 978-1-55786-505-2
286 pages
December 1996
Customer Responsive Management: The Flexible Advantage (1557865051) cover image


This book illustrates TQM concepts as they apply to service organizations where a product may or may not be involved. It addresses nine key management areas including cultivating relationships with customers and capacity management.
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Table of Contents

An Introduction to Customer Responsiveness.

The Evolving Economic Focus: From Conquest to Relationship.

Why Should Organizations Be Responsive?.

Customer Responsiveness is Activity Based.

The Customer-Responsive Model.

Examples of Customer-Responsive Organizations.

The Customer Relationship Management Task.

Delivery Coordination Management Task.

Customer-Responsive Demand Economics.

Customer-Responsive Cost Economics.

Customer-Responsive Pricing.

The Customer-Responsive Organization.

Customer-Responsive Information Infrastructure.

Responsive Relationships.

The Evolving Business Focus: Production to Customer Responsiveness.


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Author Information

Frank W. Davis. Jr and Karl Manrodt are both Professors of Marketing, Logistics and Transportation, University of Tennessee, Knoxville, USA.
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The Wiley Advantage

* Illustrates how to become more responsive to th needs of individual customers
* Integrates theory from many different disciplines including - management - marketing - informationn systems - economics - law - logistics
* Contains numerous examples
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