ValueSpace : winning the battle for market leadership : lessons from the world's most admired companies

This text describes a value-based approach to achieving market dominance called ValueSpace. Using results from a research study the authors show that value is the "missing link" in achieving customer loyalty, and that the three main components of customer value are performance, price and service. In the tradition of the bestselling The Discipline of Market Leaders , business professors and consultants Banwari Mittal and Jagdish N. Sheth describe a dynamic new value-based approach to achieving market dominance they call ValueSpace—the space that great companies create to deliver their customers the greatest value. Based on the findings of an in-depth study for the prestigious Marketing Science Institute of the top 10 companies on Fortune's Most Admired Companies list, Mittal and Sheth show that value is the "missing link" in achieving enduring customer loyalty, and that the three main components of customer value are performance, price, and service. With the help of fascinating case studies from UPS, 3M, Caterpillar, Xerox, Fossil, and other "most admireds," Value Space explains why and how companies in all business sectors that excel at delivering customer value are invariably the market leaders. It outlines a complete program for achieving long-term success by more effectively managing the 9 organizational processes that drive performance, price, and service. Machine generated contents note: I PART ONE ValueSpace: A Mandate for Value Creation Chapter I: ValueSpace: The Magic Land for Winning Customers Chapter 2: A Framework for Creating ValueSpace PART TWO Understanding ValueSpace Strategy Chapter 3: Customer Centeredness: The Launching Pad for ValueSpace Chapter 4: Performance ValueSpace Chapter 5: Price ValueSpace "Chapter 6: Personalization ValueSpace t Chapter 7: ValueSpace Expanders PART THREE Three Company Profiles in ValueSpace Chapter 8: Caterpillar, Inc.: Rock-Solid ValueSpace from Yellow Iron Chapter 9: United Parcel Service: Big Brown's Package for Customer ValueSpace Chapter 10: Fossil: Crafting Customer ValueSpace in Niche Markets PART FOUR A Blueprint for Action Chapter I I: ValueSpace Building Processes Chapter 12: Customer Value, Value Discipline, and the Pursuit of Excellence Chapter 13: A Roadmap for Action Epilogue: ValueSpace: The Science and the Art 251 Notes 255 Index 261. "UPS ... 3M ... Caterpillar ... Among today's foremost global corporations, these members of Fortune's most-admired companies list have established reputations for combining exceptional customer value with impressive corporate profits. ValueSpace goes behind the scenes of these and other customer loyalty leaders, discussing strategy with senior executives - and observing those strategies in action - to construct a blueprint for market success in today's fiercely competitive, global business environment." "What emerges is a portrait of corporate success, of gaining maximum value from each corporate resource and passing that value along - to customers, shareholders, and employees alike." "Decision makers at every level can look to these illuminating interviews and analyses to discover specific answers and proven solutions."--BOOK JACKET.