Centro de Documentacion de Fundación MAPFRE - Beyond better products : capturing value in customer interactions

MAP20071502699

Beyond better products : capturing value in customer interactions / Marck Vanderbosch and Niraj Dawar

Some companies have figured out how to outdistance rivals through customeer-focused strategies that are virtually imitation-proof There five strategies, these are not easy to devise or implement. This article demostrates, strategy by strategy and studies how perceptions of cost and risk affect customer

En: Sloan Management Review. - Boston. - nº 4,Vol. 43, Summer 2002 ; p. 35-42

1. Ventaja competitiva . 2. Orientación al cliente . 3. Satisfacción del cliente . 4. Estudios de mercado . 5. Innovación empresarial . 6. Fidelización de clientes . I. Dawar, Niraj . II. Título.