ESTIMATING CUSTOMER VALUE; VALUATION OF CUSTOMERS (VALUATION) Access No: 01135942 ProQuest ABI/INFORM (R) Global Title: Managing Customer Value: Creating Quality and Service that Customers Can See Authors: Hanges, Stephen J Journal: Journal of Product Innovation Management [JPI] ISSN: 0737-6782 Vol: 12 Iss: 5 Date: Nov 1995 p: 457-458 Reprint: Contact UMI for article reprint (order no. 42579.00). Restrictions may apply. Subjects: Book reviews; Customer services; Total quality Geo Places: US Codes: 9190 (United States); 2400 (Public relations); 5320 (Quality control) Abstract: Managing Customer Value: Creating Quality and Service that Customers Can See, by Bradley T. Gale with Robert Chapman Wood, is reviewed. Item Availability: Paper. Bound Periodicals, Level 3 - Recent issues, Level B Access No: 01104683 ProQuest ABI/INFORM (R) Global Title: Arm your company for the info-driven marketing future Authors: Anonymous Journal: Advertising Age [ADA] ISSN: 0001-8899 Vol: 66 Iss: 43 Date: Oct 23, 1995 p: 29 Reprint: Contact UMI for article reprint (order no. 347.00). Restrictions may apply. Subjects: Guidelines; Marketing management; Marketing information systems Geo Places: US Codes: 5240 (Software & systems); 7000 (Marketing); 9190 (United States); 9150 (Guidelines); 9000 (Short Article) Abstract: Ten points to prepare the organization for an information-driven marketing future are presented, including: 1. Begin to treat customer information as an important company asset and to invest in its development. 2. Develop tools that enable the calculation of customer value and the return on investment of marketing activities. 3. Create a plan that will guide the evolution of the company. Item Availability: Microform. Microtext, Level 1 - Recent issues, Level B Access No: 01061380 ProQuest ABI/INFORM (R) Global Title: Retention marketing for Windows Authors: Robinson, Nick; Gasner, Steve Journal: Bankers Magazine [BZE] ISSN: 0005-545X Vol: 178 Iss: 4 Date: Jul/Aug 1995 p: 19-23 Illus: Charts; References Reprint: Contact UMI for article reprint (order no. 3483.00). Restrictions may apply. Subjects: Bank marketing; Customer retention; Data base marketing; Customer information files; Valuation Geo Places: US Codes: 8100 (Financial services industry); 7000 (Marketing); 5220 (Data processing management); 9190 (United States) Abstract: To make informed retention decisions about individual customers, marketers must be willing and able to assign a dollar value to the customer's relationship to the bank. Marketers need to dynamically calculate an individual customer's contribution to profit. They also need to look at how the customer relationship develops - or deteriorates - over time. By examining measures like an individual customer's revolving balance, purchase amount, and credit line use on a regular basis, the portfolio manager can model a given account's pattern of behavior. When that pattern changes, the PC database can recognize it as it happens and provide clues as to whether the change in behavior enhances or jeopardizes the account's value to the portfolio. Without adequate account information at their fingertips, the bank's customer service representatives cannot make informed retention decisions and will, in all likelihood, make the wrong one. Item Availability: Paper. Bound Periodicals, Level 3 - Recent issues, Level B Access No: 01064114 ProQuest ABI/INFORM (R) Global Title: Beyond relationship marketing ... Anticipating what customers want Authors: Freid, Connie; Freid, Stan Journal: Planning Review [PLR] ISSN: 0094-064X Vol: 23 Iss: 4 Date: Jul/Aug 1995 p: 40-41+ Illus: References Reprint: Contact UMI for article reprint (order no. 11084.00). Restrictions may apply. Subjects: Customer satisfaction; Customer relations; Competitive advantage; Information technology; Consumer behavior Geo Places: US Codes: 2400 (Public relations); 9190 (United States) Abstract: Companies that want to become market leaders before the end of the decade will have to begin now to use digital information technologies in building long-term relationships with their customers. Companies really have no choice but to become adept at anticipating what customers want and need. There are 3 steps leading to anticipating: 1. surveying, 2. detecting, and 3. simulating. Sensing and measuring what controls customer buying decisions is the first step in mapping the fuzzy boundaries of evolving markets. Detecting patterns of change lies at the heart of the system. It creates the basis for exploring new relationships between evolving customer values and evolving external driving forces. It also provides the perspective for a company to distinguish its own satisfaction performance from its competitor's performance. Customer Value-Decision Simulators provide a powerful playground for gaining insights by blazing new paths to future customer values. These alternative pathways may be explored by re-tuning a simulator's customer value-decision matrix to reflect the environmental parameters of a new scenario. Item Availability: Microform. Microtext, Level 1 - Recent issues, Level B Access No: 01025236 ProQuest ABI/INFORM (R) Global Title: Beyond customer satisfaction Authors: Fredericks, Joan O; Salter, James M II Journal: Management Review [MRV] ISSN: 0025-1895 Vol: 84 Iss: 5 Date: May 1995 p: 29-32 Illus: Charts Reprint: Contact UMI for article reprint (order no. 340.00). Restrictions may apply. Companies: Witco Chemical Co Subjects: Customer relations; Loyalty; Customer satisfaction; Performance evaluation; Guidelines Geo Places: US Codes: 9190 (United States); 9150 (Guidelines); 2400 (Public relations) Abstract: Satisfying the customer is no longer the ultimate business virtue. More important, companies must look for ways to increase customer loyalty. According to William Toller, CEO of Witco Chemical Co., his company looks for those things that customers perceive as adding value to their relationship with the company. This allows Witco to focus on the critical few issues that affect both the company's performance for customers and for profitability. The key to the new loyalty-centered approach to customer relationships is developing and managing the customer value package. Five factors that make up the customer value package are: 1. price, 2. product quality, 3. innovation, 4. service quality, and 5. company image relative to the competition. Five steps to follow for managing customer loyalty are: 1. Clearly define your objectives and communicate them. 2. Let customers define, in their own words, their criteria for quality, price, image, and value. 3. Conduct a critical needs and value assessment. 4. Develop an action plan and move to implementation. 5. Monitor marketplace and organization results. Item Availability: Paper. Bound Periodicals, Level 3 - Recent issues, Level B Access No: 01018547 ProQuest ABI/INFORM (R) Global Title: Create value - Or else Authors: Rubel, Chad Journal: Marketing News [MNW] ISSN: 0025-3790 Vol: 29 Iss: 9 Date: Apr 24, 1995 p: 17 Reprint: Contact UMI for article reprint (order no. 7097.00). Restrictions may apply. Companies: AT&T Corp DUNS: 00-698-0080 Ticker: T Subjects: Customer satisfaction; Market strategy; Telecommunications industry; Case studies Geo Places: US Codes: 9190 (United States); 9000 (Short Article); 8330 (Broadcasting & telecommunications industry); 7000 (Marketing); 9110 (Company specific) Abstract: AT&T's Ray Kordupleski is a strong believer in influencing market share by tracking and managing relative customer value. Presented as a mathematical equation, Kordupleski said customer added value is the perceived worth of a company's offer divided by the perceived worth of the competition's offer. AT&T's methods of dealing with customer satisfaction under Kordupleski's direction are discussed. Item Availability: Microform. Microtext, Level 1 - Recent issues, Level B Access No: 01008783 ProQuest ABI/INFORM (R) Global Title: Creating customer value: The path to sustainable competitive advantage Authors: Ehresman, Terry Journal: Quality Progress [QPR] ISSN: 0033-524X Vol: 28 Iss: 4 Date: Apr 1995 p: 124 Reprint: Contact UMI for article reprint (order no. 6224.00). Restrictions may apply. Subjects: Competitive advantage; Book reviews; Customer satisfaction Geo Places: US Codes: 5320 (Quality control); 9190 (United States); 9000 (Short Article) Abstract: A review of Creating Customer Value: The Path to Sustainable Competitive Advantage by Earl Naumann is presented. Item Availability: Paper. 1968-1976 - Bound Periodicals, Level 3 Access No: 00971766 ProQuest ABI/INFORM (R) Global Title: How market leaders keep their edge Authors: Treacy, Michael; Wiersema, Fred Journal: Fortune [FOR] ISSN: 0015-8259 Vol: 131 Iss: 2 Date: Feb 6, 1995 p: 88-98; European 52-57 Illus: Charts Reprint: Contact UMI for article reprint (order no. 1128.00). Restrictions may apply. Subjects: Strategic planning; Customer services; Value added; Manycompanies; Corporate culture Geo Places: US Codes: 9190 (United States); 2310 (Planning) Abstract: Today's market leaders know they have to redefine value by raising customer expectations in the one component of value they choose to highlight. There can be seen 3 distinct value disciplines, so called because each discipline produces a different kind of customer value. The first value discipline is operational excellence, where companies such as Wal-Mart or Dell Computer provide middle-of-the-market products at the best price with the least inconvenience. The 2nd value discipline is product leadership, whose practitioners, such as Johnson & Johnson or Nike, concentrate on offering products that push performance boundaries. The 3rd value discipline is customer intimacy, whose adherents focus on delivering not what the market wants but what specific customers want. The selection of a value discipline is a central act that shapes every subsequent plan and decision a company makes, coloring the entire organization, from its competencies to its culture. Item Availability: Microform. Microtext, Level 1 - Recent issues, Level B Access No: 00956935 ProQuest ABI/INFORM (R) Global Title: Customer lifetime value: Do the math Authors: Carpenter, Phil Journal: Marketing Computers [MAK] ISSN: 0895-5697 Vol: 15 Iss: 1 Date: Jan 1995 p: 18-19 Reprint: Contact UMI for article reprint. Restrictions may apply. Companies: Jandel Corp DUNS: 10-346-0598 Subjects: Computer industry; Customer services; Market strategy; Brand loyalty; Quality of service; Recommendations Geo Places: US Codes: 9190 (United States); 8651 (Computer industry); 7000 (Marketing); 5320 (Quality control); 2400 (Public relations) Abstract: It is possible to take a more quantitative look at the value of a customer. Determining the economic worth of a loyal customer is a straightforward exercise. To calculate customer value, first project the net cash flows your firm will receive from the customer over time. Next, calculate the net present value (NPV) of that stream of cash flows. Start by determining how much you will spend to attract the customer. Then project the estimated annual revenues you will earn from that customer over a 5-year period. The NPV of a stream of cash flows is the value in today's dollars of a series of payments that you will receive over time. The easiest way to compute this figure is with a spreadsheet that has an NPV function. Jandel Scientific's marketing staff has recently begun experimenting with customer valuation. Determining customer value, for example, has helped Jandel to decide how much to spend on direct mail campaigns to capture new customers. Library does not own this journal. Access No: 01051828 ProQuest ABI/INFORM (R) Global Title: Managing Customer Value: Creating Quality and Service that Customers Can See Authors: Diener, Betsy Journal: Journal of Consumer Marketing [JCK] ISSN: 0736-3761 Vol: 12 Iss: 2 Date: 1995 p: 65 Reprint: Contact UMI for article reprint (order no. 15808.00). Restrictions may apply. Subjects: Book reviews; Marketing management; Total quality Geo Places: US Codes: 9000 (Short Article); 9190 (United States); 7000 (Marketing); 5230 (Hardware) Abstract: Managing Customer Value: Creating Quality and Service that Customers Can See, by Bradley T. Gale and Robert Chapman Wood, is reviewed. Library does not own this journal. Access No: 00942019 ProQuest ABI/INFORM (R) Global Title: Creating Customer Value: The Path to Sustainable Competitive Advantage Authors: Marcum, James W; Hatcher, Jerome M; Green, Rachel; Hodges, Bonnie A Journal: National Productivity Review [NLP] ISSN: 0277-8556 Vol: 14 Iss: 1 Date: Winter 1994/1995 p: 126-127 Reprint: Contact UMI for article reprint (order no. 14306.00). Restrictions may apply. Subjects: Book reviews; Competitive advantage; Customer relations Geo Places: US Codes: 9190 (United States); 9000 (Short Article); 2400 (Public relations) Abstract: Creating Customer Value: The Path to Sustainable Competitive Advantage by Earl Naumann is discussed. Library does not own this journal. Access No: 00898740 ProQuest ABI/INFORM (R) Global Title: Managing Customer Value: Creating Quality and Service that Customers Can See Authors: Marcum, James W Journal: National Productivity Review [NLP] ISSN: 0277-8556 Vol: 13 Iss: 4 Date: Autumn 1994 p: 612-613 Reprint: Contact UMI for article reprint (order no. 14306.00). Restrictions may apply. Subjects: Book reviews; Customer services; Total quality Geo Places: US Codes: 9000 (Short Article); 9190 (United States); 2400 (Public relations); 5320 (Quality control) Abstract: Managing Customer Value: Creating Quality and Service that Customers Can See, by Bradley T. Gale and Robert Chapman Wood, is reviewed. Library does not own this journal. Access No: 00922459 ProQuest ABI/INFORM (R) Global Title: The high cost of complacency - Creating Customer Value: The Path to Sustainable Competitive Advantage by Earl Naumann Authors: Gibson, Sue Journal: Industry Week [IW] ISSN: 0039-0895 Vol: 243 Iss: 17 Date: Sep 19, 1994 p: 17 Reprint: Contact UMI for article reprint (order no. 759.00). Restrictions may apply. Subjects: Book reviews; Customer relations Geo Places: US Codes: 9190 (United States); 9000 (Short Article); 2400 (Public relations) Abstract: The book Creating Customer Value: The Path to Sustainable Competitive Advantage by Earl Naumann is reviewed. Library does not own this journal. Access No: 00920220 ProQuest ABI/INFORM (R) Global Title: Customer relationship management Authors: Morris, Ted Journal: CMA Magazine [RIA] ISSN: 0831-3881 Vol: 68 Iss: 7 Date: Sep 1994 p: 22-25 Illus: References Reprint: Contact UMI for article reprint (order no. 5716.01). Restrictions may apply. Subjects: Customer retention; Customer satisfaction; Customer relations; Total quality; Marketing; Performance evaluation; Management accounting Geo Places: US Codes: 9190 (United States); 5320 (Quality control); 2400 (Public relations); 7000 (Marketing); 4120 (Accounting policies & procedures) Abstract: Some 40 years ago, Peter Drucker wrote that the purpose of a business is to create a customer. But until the mid-1980s, when Xerox, General Electric, and AT&T pioneered the idea of market-driven quality, business managers seemed to have missed this point. In the 1960s and 1970s, many companies focused instead on sales and marketing. Some companies that focus on the customer emphasize customer retention and loyalty management. They have found that it is cheaper to keep a customer than it is to acquire a new one. These companies understand the benefit of amortizing marketing costs over the lifetime value of a customer. Customer value is a function of perceived quality and price. The most useful approach to assessing customer perceptions is to employ this performance measure in comparison with competitors' customer value. In measuring quality, what is important is one's relative market position. Library does not own this journal. Access No: 00802790 ProQuest ABI/INFORM (R) Global Title: Trying to determine ROI for IMC (Part 1) Authors: Schultz, Don E Journal: Marketing News [MNW] ISSN: 0025-3790 Vol: 28 Iss: 1 Date: Jan 3, 1994 p: 18 Reprint: Contact UMI for article reprint (order no. 7097.00). Restrictions may apply. Companies: Northwestern University Subjects: Integrated marketing; Return on investment; Measurement Geo Places: US Codes: 7000 (Marketing); 9190 (United States) Abstract: The greatest challenge marketing or marketing communications managers will face in 1994 and through the end of the 20th century will be how to get to return-on-investment (ROI) for what they have investment in integrated marketing communications (IMC). For the last couple of years, marketing professors at Northwestern University have been working to develop a process and a system to allow marketers to truly value marketing communications programs, that is, to determine what they are getting for their money. They have developed what they believe to be preliminary methods, processes, and approaches that can truly get to ROI on marketing communications investments. There are 4 prime types ofinformation that marketers must have to begin effectively to measure the ROI for IMC: 1. indentification of specific customers, 2. customer valuation, 3. track message delivery, and 4. consumer response. Item Availability: Microform. Microtext, Level 1 - Recent issues, Level B Access No: 01161795 ProQuest ABI/INFORM (R) Global Title: Measuring customer value: Gaining the strategic advantage Authors: Butz, Howard E Jr; Goodstein, Leonard D Journal: Organizational Dynamics [ORD] ISSN: 0090-2616 Vol: 24 Iss: 3 Date: Winter 1996 p: 63-77 Illus: Charts; References Reprint: Contact UMI for article reprint (order no. 9621.00). Restrictions may apply. Companies: Black & Decker Corp DUNS: 00-131-7189 Ticker: BDK Deere & Co DUNS: 00-526-7471 Ticker: DE Nordstrom Inc DUNS: 00-794-2915 Ticker: NOBE Federal Express Corp DUNS: 05-807-0459 Ticker: FDX Subjects: Strategic planning; Competitive advantage; Customer relations; Loyalty; Manycompanies; Customer satisfaction; Measurement Geo Places: US Codes: 9190 (United States); 2400 (Public relations); 2310 (Planning) Abstract: Faced with challenges from every side and few proven paths to success, CEOs and senior management teams are searching for a sustainable strategic advantage. A new approach to developing winning strategies based on a structured process for gauging customer values is presented. Customers make selection decisions based on their own values. By understanding those values and how they influence buy decisions, a provider of goods or services can develop a strategy that provides a distinctive and sustainable competitive advantage - an emotional bond between itself and that customer. This bond leads that customer to buy repeatedly and, even better, exclusively from that provider. A 5-step approach to understanding the customer and measuring the strength of the emotional bond is: 1. customer identification, 2. planning the data collection, 3. collecting the data, 4. measurement, and 5. implementation. Examples of the kinds of emotional bonds companies such as John Deere, Federal Express, Nordstrom, and Black and Decker have built with customers demonstrates the value of applying this approach in today's unpredictable world. Item Availability: Paper. Bound Periodicals, Level 3 - Recent issues, Level B Access No: 01255044 ProQuest ABI/INFORM (R) Global Title: Data: Powerfully linking service and profitability Authors: Culhane, Patrick G Journal: Bank Management [BAD] ISSN: 1049-1775 Vol: 72 Iss: 4 Date: Jul/Aug 1996 p: 8-12 Reprint: Contact UMI for article reprint (order no. 6473.02). Restrictions may apply. Subjects: Customer services; Bank services; Bank management; Valuation; Customer relations; Relationship banking; Data base marketing Geo Places: US Codes: 8120 (Retail banking services); 7000 (Marketing); 2400 (Public relations); 9190 (United States) Abstract: Data-driven customer service programs still are more of a concept than a reality for most banks. With relatively simple steps, banks can begin to capitalize on data, boosting customer service and profitability. Using value indexes, banks can place customers in different ranges evoking different service levels and pricing. 'Current value' is based on internal data. This measurement is historical in nature, indicating how much value the customer relationship has yielded. 'Prospective value' is based mostly on external data and predictive statistical models. It is forward-looking, indicating a relationship's ongoing potential. A current value index is based on internally-compiled account information and is useful in automating and enhancing customer service decisions. External data sources include: 1. credit bureau data, 2. new account applications, and 3. survey data. Segmenting customers on the basis of value to the organization sets a strong foundation for profitabilty and service. Item Availability: Microform. Microtext, Level 1 - Recent issues, Level B Access No: 01255175 ProQuest ABI/INFORM (R) Global Title: Matching distribution systems to markets spells success Authors: Shumrak, H Michael Journal: Best's Review [Prop/Casualty] [BIP] ISSN: 0161-7745 Vol: 97 Iss: 3 Date: Jul 1996 p: 65-66+ Reprint: Contact UMI for article reprint (order no. 379.01). Restrictions may apply. Subjects: Insurance industry; Distribution channels; Client relationships; Information technology Geo Places: US Codes: 8200 (Insurance industry); 7400 (Distribution); 2400 (Public relations); 9190 (United States) Abstract: Among the major problems facing insurance companies are the declining appeal of their core products and costly, unproductive distribution systems. The traditional approaches are not working. A new approach consists of matching the most appropriate distribution methods and channels to each targeted customer segment sales situation. Unlike the failed financial supermarket concept of the 1970s, where companies placed several different financial services product complexes under one roof and expected high volumes of synergistic cross-selling, the matching process positions companies to achieve this goal by identifying opportunities to expand customer relationships beyond a single product sold through a single distribution channel. The performance framework for this type of market-driven, customer-oriented, capital-focused strategy is an approach that uses 'lifetime customer value' (LCV). Item Availability: Paper. Bound Periodicals, Level 3 - Recent issues, Level B Access No: 01273769 ProQuest ABI/INFORM (R) Global Title: Delivering Customer Value: It's Everyone's Job/Designing Products and Services That Customers Want/Shared Expectations: Sustaining Customer Relationships/Building Bridges to Customers/Creating Customers for Life/Service Recovery: Fixing Broken Customers Authors: Edgett, Scott J Journal: Journal of Product Innovation Management [JPI] ISSN: 0737-6782 Vol: 13 Iss: 4 Date: Jul 1996 p: 386-387 Reprint: Contact UMI for article reprint (order no. 42579.00). Restrictions may apply. Subjects: Book reviews; Customer relations Geo Places: US Codes: 9190 (United States); 9000 (Short Article); 7000 (Marketing); 2400 (Public relations) Abstract: Six books dealing with the subject of customer focus are reviewed; they are: 1. Delivering Customer Value: It's Everyone's Job, by Karl Albrecht, 2. Designing Products and Services That Customers Want, by Robert King, 3. Shared Expectations: Sustaining Customer Relationships, by Wayne A. Little, 4. Building Bridges to Customers, by Gerald A. Michaelson, 5. Creating Customers for Life, by Eberhard E. Scheuing. and 6. Service Recovery: Fixing Broken Customers, by Ron Zemke. Item Availability: Paper. Bound Periodicals, Level 3 - Recent issues, Level B Access No: 01273976 ProQuest ABI/INFORM (R) Global Title: Customer valuation: Linking behavior and economics Authors: Wyner, Gordon A Journal: Marketing Research: A Magazine of Management & Applications [MRE] ISSN: 1040-8460 Vol: 8 Iss: 2 Date: Summer 1996 p: 36-38 Reprint: Contact UMI for article reprint. Restrictions may apply. Subjects: Market research; Valuation; Customers; Market segmentation; Consumer behavior Geo Places: US Codes: 7100 (Market research); 9190 (United States) Abstract: Customer valuation is becoming a critical element in strategy development and represents an important change in marketing. While drawing on traditional marketing concepts, it configures them in a unique way that implies important differences in marketing practice. At the most basic level, customer revenue streams originate from 3 sources: new customer acquisitions, retention of existing customers and from increased revenue from existing customers. Customer valuation calls for a definition of the relevant universe, data collection on the relevant universe, data collection on the relevant behavioral and economic components of lifetime value, and analysis to integrate these components into overall measures of value. Because many customers are at best, marginally profitable, marketing investments may have to be coupled with increased efficiencies such as more effective targeting and migration to less costly channels. Item Availability: Paper. Bound Periodicals, Level 3 - Recent issues, Level B Access No: 01269101 ProQuest ABI/INFORM (R) Global Title: Matching distribution systems to markets spells success Authors: Shumrak, H Michael Journal: Best's Review [Life/Health] [BIH] ISSN: 0005-9706 Vol: 97 Iss: 2 Date: Jun 1996 p: 69-70+ Reprint: Contact UMI for article reprint (order no. 1762.00). Restrictions may apply. Subjects: Insurance companies; Competitive advantage; Distribution channels; Market segmentation; Guidelines Geo Places: US Codes: 8200 (Insurance industry); 7400 (Distribution); 9150 (Guidelines); 9190 (United States) Abstract: Two critical problems insurance companies face are the declining appeal of their core products and costly, unproductive distribution systems. A new approach, based on a market-driven, customer-oriented and capital-focused strategy is required in order to develop a sustainable competitive advantage. This new approach consists of matching the most appropriate distribution methods and channels to each targeted customer segment sales situation. The framework for doing this involves a process called lifetime customer value analysis. Some critical steps in the process are as follows: 1. Evaluate existing distribution channels. 2. Assess the value of existing customers. 3. Restructure customer acquisition and cross-selling processes. 4. Use product-to-market pricing. Item Availability: Paper. Bound Periodicals, Level 3 - Recent issues, Level B Access No: 01217997 ProQuest ABI/INFORM (R) Global Title: Don't grow complacent when your customers are 'satisfied' Authors: Shermach, Kelly Journal: Marketing News [MNW] ISSN: 0025-3790 Vol: 30 Iss: 11 Date: May 20, 1996 p: 7 Reprint: Contact UMI for article reprint (order no. 7097.00). Restrictions may apply. Subjects: Market research; Competitive advantage; Valuation; Customer retention Geo Places: US Codes: 7100 (Market research); 9190 (United States) Abstract: A new trend in marketing that surpasses customer satisfaction is customer value management which measures quality, costs of product or service acquisition and usage, and image in the marketplace. The problem with standard research, is that it only considers the company the customer currently does business with; it measures what customers are receiving. Customer value management relies on research that includes questions about a company's competition; what customers could receive. Item Availability: Microform. Microtext, Level 1 - Recent issues, Level B Access No: 01221659 ProQuest ABI/INFORM (R) Global Title: Once and future products Authors: Woodruff, Robert B; Gardial, Sarah F Journal: Journal of Business Strategy [JST] ISSN: 0275-6668 Vol: 17 Iss: 3 Date: May/Jun 1996 p: 11 Reprint: Contact UMI for article reprint (order no. 12554.00). Restrictions may apply. Subjects: Customer satisfaction; Customer relations Geo Places: US Codes: 9190 (United States); 9000 (Short Article); 2400 (Public relations) Abstract: A comparison of customer value and customer satisfaction is presented. Item Availability: Microform. Microtext, Level 1 - Recent issues, Level B Access No: 01244429 ProQuest ABI/INFORM (R) Global Title: Managing Customer Value: Creating Quality And Service That Customers Can See Authors: Cooney, Jane Journal: Business Quarterly [BSQ] ISSN: 0007-6996 Vol: 60 Iss: 3 Date: Spring 1996 p: 83-84 Reprint: Contact UMI for article reprint (order no. 12002.01). Restrictions may apply. Subjects: Book reviews; Customer satisfaction; Quality control; Customer services Geo Places: US Codes: 9190 (United States); 5320 (Quality control); 2400 (Public relations) Abstract: Managing Customer Value: Creating Quality And Service That Customers Can See, by Bradley T. Gale with Robert Chapman Wood, is reviewed. Item Availability: Paper. Bound Periodicals, Level 3 - Recent issues, Level B