The third edition of the bestselling textbook “Superior Customer Value – Strategies for Winning and Retaining Customers,” which was authored by Art Weinstein, Ph.D., professor of Marketing, will be published by CRC Press in March 2012.
The book 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 finding new ventures, to the rise in customer importance of the online arena and new models and metrics for customer loyalty and retention. In addition, it also includes new chapters on social media networking and customer value metrics and models.
It is the textbook used in the Huizenga Business School’s MKT 5017 Delivering Superior Customer Value course. More than 12,000 MBA students have benefited from this course since its launch in the late 1990s.