Research Catalog
The value profit chain : treat employees like customers and customers like employees
- Title
- The value profit chain : treat employees like customers and customers like employees / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.
- Author
- Heskett, James L.
- Publication
- New York, NY : The Free Press, [2003], ©2003.
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1 Item
| Status | Format | Access | Call Number | Item Location |
|---|---|---|---|---|
| Text | Request in advance | HF5415.5 .H473 2003 | Off-site |
Holdings
Details
- Additional Authors
- Sasser, W. Earl.
- Description
- xxii, 377 pages; 24 cm
- Subject
- Bibliography (note)
- Includes bibliographical references (p. 345-360) and index.
- Contents
- Pt. I. Achieving Value-Centered Change -- 1. The Value Profit Chain -- 2. Rethinking the Business Using Value-Centered Concepts -- Pt. II. Getting Management's Attention -- 3. Measuring and Communicating Customer Lifetime Value -- 4. Measuring and Communicating Employee Value -- 5. Mobilizing for Change: Challenging Strong Cultures -- Pt. III. Engineering Value Profit Change -- 6. The Performance Trinity and the Value Profit Chain -- 7. Employee Relationship Management Treating Employees Like Customers -- 8. Customer Relationship Management Treating Customers Like Employees -- 9. Managing by Value Exchange -- 10. Leveraging Value over Cost -- Pt. IV. Cementing the Gains -- 11. Identifying and Revisiting Core Values -- 12. Developing Value-Centered Measurement and Recognition -- 13. Hardwriting Performance -- 14. Leading the Organization to Learn and Innovate. App. A. Compendium of Value Profit Chain Research --
- App. B. The Value Profit Chain Audit -- App. C. Calculating the Lifetime Value of a Customer.
- ISBN
- 0743225694
- LCCN
- 2002027162
- OCLC
- ocm50155807
- SCSB-4329439
- Owning Institutions
- Columbia University Libraries