From Tin Soldiers to Russian Dolls: Creating Added Value Through Services - Softcover

Merwe, Sandra Van Der

Softcover

ISBN 10: 0750618817 ISBN 13: 9780750618816

Publisher: Butterworth-Heinemann Ltd, 1994

Synopsis

This book is based on several years research into how companies can gain and maintain customers by adding value through first class services. Tin soldiers - companies, structures and people who produce internally efficient 'things' (products or services); and Russian dolls - companies, structures and people who produce solutions for customers, of which value added services are increasingly the prime component. Sandra Vandermerwe's book examines the key strategic question of the 1990s - how will companies gain market dominance now that the emphasis has shifted from products to customer service? It examines what is happening to corporate strategy and attitudes. At the same time the author suggests what manufacturers and service companies can do to adapt their structures, skills and strategies to compete profitably in the long term, by adding value through services.

About this title

Review

`This book aims to change your whole way of thinking about customers, markets and organizations. Be prepared for a fundamental mindshift on how to run your business in the coming century'. Philip Kotler
'it is hard to argue with the notion that a company out of touch with its customers is doomed' Roger Trapp, The Independent on Sunday
'the basic message seems to be that producers prosper by doing what customers want, rather than what suits themselves' Guy de Jonquieres, Financial Times 'Should be compulsory reading in business schools.' Paul Stonham
'This book should have a major impact on management thinking in the next decade.' Robert Johnston

Edition details

• Publisher: Butterworth-Heinemann Ltd
• Publication date: 1994
• Language: English
• ISBN 10: 0750618817
• ISBN 13: 9780750618816
• Binding: Paperback
• Number of pages: 256