This third edition of a bestseller covers best practices, organizational responsiveness, market orientation, and strategic planning issues that lead to profitable and world-class customer service. This revised edition addresses current trends in value-adding business practice, from understanding how to drive a market and find new ventures to the rise in customer importance of the online arena, new business models, and metrics for customer loyalty and retention. In addition to updated information throughout the text, it also includes new chapters on social media networking and customer value metrics.

Art Weinstein is a professor of marketing in the Huizenga School of Business and Entrepreneurship at Nova Southeastern University, Fort Lauderdale. He earned his Ph.D. in 1991 from Florida International University. Dr. Weinstein is the author of The Handbook of Market Segmentation, 3rd Edition and Defining Your Market, as well as more than 70 scholarly articles and papers on customer-focused topics and marketing strategy issues. He was the founder and editor of the Journal of Segmentation in Marketing. Dr. Weinstein has consulted for many high-tech and service firms.

Customer Value-The Building Blocks. Customers Want Exceptional Value! Be Customer Driven and Market Driving. Process Management-Best Practices. Designing a Successful Customer Strategy. Building a Winning Business Model and Value Proposition. Service and Quality-The Core Offering. Price and Image-The Communicators. Excelling in the Marketspace. e-Commerce-Opportunities in Marketspace. Integrated Marketing Communications and Social Media. Retaining Customers-Analysis and Strategy. Creating Value through Relationship Marketing. Customer Loyalty and Retention. Customer Value Metrics. Customer Value Case Studies. Appendix: Analyzing Business Situations-The Customer-Value Funnel Approach. Case 1. Enterprise Rent-a-Car. Case 2. FedEx Corporation. Case 3. The Grateful Dead. Case 4. Harrah's Entertainment, Inc. Case 5. Publix Super Markets, Inc. Case 6. StatePride Industrial Laundry. Index.