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- W2497412559 abstract "Efforts to improve the experience of customers do little to boost customer satisfaction and loyalty if they fail to connect with customers and anticipate their needs. The first chapter of this last part of the book deals with the CKM harvesting phase. A process-oriented customer-centric enterprise needs to know its customers and to be resilient and vibrant towards them and their preferences by creating and delivering superior value offerings that suit their desired needs and/or preferences. Doing good things for customers reciprocates good things for business. As the long-term objective of a competitive business strategy is to build SCA, focus should be on ‘difficult-to-imitate’ resource-based capabilities (Salck et al., 2006). The CKM strategy is adopted in order to leverage business DCCs, i.e. CK, to deliver highest value-adding (VA) products and/or services to customers, and achievement of SCA for organizations." @default.
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- W2497412559 date "2011-05-24" @default.
- W2497412559 modified "2023-09-26" @default.
- W2497412559 title "Maximizing Value for Customers" @default.
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- W2497412559 doi "https://doi.org/10.4018/978-1-60566-258-9.ch009" @default.
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