Mahajan's Customer Guru is the classic must read for all executives. It's a work that will endure as a classic, thanks to its story-telling and problem-solving approach to convey the fundamentals of customer value management.
Patricia Seybold
CEO, The Patricia Seybold Group and author of Customers.com, The Customer Revolution, and Outside Innovation.
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Written in a very readable style with many live examples to which most
readers will easily relate, Gautam Mahajan's book on Customer Value
will be very useful to corporates in India,and provide a very powerful
basis for understanding and implementing Customer Value as an
effective support to top management. Would also be of value to students
of management as a tool which is likely to be increasingly used in the
future as markets and products become more competitive.
Arvind Pande
Former Chairman Steel Authority of India Ltd. |
This book systematically develops the concepts of Customer Value and not only provides insights into the processes whereby customers buy competitive products and services but provides the means to measure and manage these and so create competitive advantage. Mahajan’s passionate championship of CVM is an invaluable addition to the thinking manager's library
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Larry Malarkar,
Regional Director Sales & Marketing, Starwood Hotels
South Asia and ex-VP Sales & Marketing, The Oberoi Group of Hotels. |
Gautam Mahajan's extremely user friendly book on Customer Value goes beyond merely defining and explaining the potential of this relatively new
management tool. It is a step-by-step working manual that will be useful for
both experienced managers as well as aspiring students.
Tara Sinha,
Tara Sinha Associates, was head of Clarion Advertising and Mcann Erickson (then Tara Sinha Mcann), and IIT Delhi Advisory Board. |
Gautam Mahajan has written a powerul, practical guide to make a business of any size successful by truly placing customers at the center of its strategy.
Gautam has taken a complex subject and rendered it easy to read. His practical, powerful content is freshly presented as a case study that involves "live characters" with whom a reader from virtually any sized business can easily relate and demonstrates how to develop and implement a customer-focused strategy.. Unique.
Harvey Thompson,
Former Global Executive for Customer Value Management Consulting at IBM, and author of The Customer Centered Enterprise. |
I have always believed that the organizations exist for its customers. In that context, it is an endeavour of every company to bring out the customer focus in each of its managers. Often, this is not an easy transformation especially in large organizsations, for the very systems and processes that are so necessary in running these corporations become road blocks that need to be overcome in pursuit of customer excellence.
The book, written in a story book style captures the case of a company and its people who work with a customer Guru to implement Customer Value Management and Customer Value Added concepts in their company.
Customer Centricity is one of the most talked subjects in the corporations today and perhaps the most elusive. The book comes across with a breadth of fresh air as it systematically describes useful concepts and new metrics for measurement that would allow managers to reflect on how they can create value for customers and make organisations customer centric in a lucid manner.
I wish the book a great success.
B. Muthuraman,
Managing Director, Tata Steel |
| Foreword to Gautam Mahajan’s classic:
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| Customer Value Investment: Formula for Sustained Business Success |
Ever since I discovered that satisfaction did not lead to loyalty, which led to the concept of Customer Value Management, I have been interested in promoting CVM, its art and science. It has been proven that creating a competitive advantage in Customer Value leads to increased market share, profitability and shareholder value, all of utmost concern to companies
CVM has come a long way since I postulated the concept while working for AT&T in the 1980’s. Since then, through CVM Inc.'s global network, we have worked with many companies around the world.
Gautam Mahajan is CVM Inc.'s associate in India. He is also one of the finest consultants in the field. He has great ideas and practical advice. He delivers what he promises. He has worked with CVM clients in America and Asia. I have worked with him in the US and in India over the last few years. He has done a lot to promote successful use of Customer Value Management
I believe his new book, Customer Guru will make a great contribution to the field. It is easy to read and understand, told in a story format.
Gautam's book tells why CVM is important. But is main focus is on implementation. He shows how to and what results when a company transforms itself into a customer centric organization.
I recommend this book to all management practitioners, not just marketing people and operations executives. Finance, R&D, HRD and other executives have found the art and science of Customer Value Management to their own benefit. Vodafone's Managing Director for Australia, Graham Maher who is quoted in the book said:
The CVM score was a leading indicator of Vodafone's market share.
We were able to predict market share, a quarter out using CVM data
to within 1% accuracy! And it predicted churn (loss of Customers)
accurately. In fact our Financial Director said, "the CVM score is
more rigid and correct than any of our financial scores." |
Read Gautam’s book and see why for yourself.
Ray Kordupleski,
President CVM Inc. and author of Mastering Customer Value
Management: The Art and Science of Creating Competitive Advantage
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