Description



Table of Contents
Contents

Preface

Introduction

PART I Achieving Value-Centered Change

1. The Value Profit Chain

2. Rethinking the Business Using Value-Centered Concepts

PART II Getting Management's Attention

3. Measuring and Communicating Customer Lifetime Value

4. Measuring and Communicating Employee Value

5. Mobilizing for Change: Challenging Strong Cultures

PART III Engineering Value Profit Change

6. The Performance Trinity and the Value Profit Chain

7. Employee Relationship Management

Treating Employees Like Customers

8. Customer Relationship Management

Treating Customers Like Employees

9. Managing by Value Exchange

10. Leveraging Value over Cost

PART IV Cementing the Gains

11. Identifying and Revisiting Core Values

12. Developing Value-Centered Measurement and Recognition

13. Hardwiring Performance

14. Leading the Organization to Learn and Innovate

Afterword

Appendix A: Compendium of Value Profit Chain Research

Appendix B: The Value Profit Chain Audit

Appendix C: Calculating the Lifetime Value of a Customer

Notes

Index

The Value Profit Chain

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    A Paperback by James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger

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      View other formats and editions of The Value Profit Chain by James L. Heskett

      Publisher: Simon & Schuster
      Publication Date: Publication Date: 8/23/2014 12:00:00 AM
      ISBN13: 9781476799988, 978-1476799988
      ISBN10: 1476799989
      Also in:
      Business and Management

      Description



      Table of Contents
      Contents

      Preface

      Introduction

      PART I Achieving Value-Centered Change

      1. The Value Profit Chain

      2. Rethinking the Business Using Value-Centered Concepts

      PART II Getting Management's Attention

      3. Measuring and Communicating Customer Lifetime Value

      4. Measuring and Communicating Employee Value

      5. Mobilizing for Change: Challenging Strong Cultures

      PART III Engineering Value Profit Change

      6. The Performance Trinity and the Value Profit Chain

      7. Employee Relationship Management

      Treating Employees Like Customers

      8. Customer Relationship Management

      Treating Customers Like Employees

      9. Managing by Value Exchange

      10. Leveraging Value over Cost

      PART IV Cementing the Gains

      11. Identifying and Revisiting Core Values

      12. Developing Value-Centered Measurement and Recognition

      13. Hardwiring Performance

      14. Leading the Organization to Learn and Innovate

      Afterword

      Appendix A: Compendium of Value Profit Chain Research

      Appendix B: The Value Profit Chain Audit

      Appendix C: Calculating the Lifetime Value of a Customer

      Notes

      Index

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