Description
Table of ContentsContentsPreface
IntroductionPART I Achieving Value-Centered Change1. The Value Profit Chain
2. Rethinking the Business Using Value-Centered Concepts
PART II Getting Management's Attention3. Measuring and Communicating Customer Lifetime Value
4. Measuring and Communicating Employee Value
5. Mobilizing for Change: Challenging Strong Cultures
PART III Engineering Value Profit Change6. The Performance Trinity and the Value Profit Chain
7. Employee Relationship Management
Treating Employees Like Customers8. Customer Relationship Management
Treating Customers Like Employees9. Managing by Value Exchange
10. Leveraging Value over Cost
PART IV Cementing the Gains11. Identifying and Revisiting Core Values
12. Developing Value-Centered Measurement and Recognition
13. Hardwiring Performance
14. Leading the Organization to Learn and Innovate
AfterwordAppendix A:
Compendium of Value Profit Chain ResearchAppendix B:
The Value Profit Chain AuditAppendix C:
Calculating the Lifetime Value of a CustomerNotes
Index
