000			01224pab a2200169 454500
008			180718b2004 xxu||||| |||| 00| 0 eng d
100			_aSahay, Vinita S.
245			_aDesigning customer value index
260			_c2004
300			_ap.81-88.
362			_aJul-Dec
520			_aThe greatest challenge for industries these days is to incorporate customer voice into design of product and service offering so that maximum customer value can be delivered to the customers leading to their satisfaction and positive impact on bottom line. In this paper a model has been proposed to measure customer value. This model involves classification at hierarchical levels of value. Each hierarchical level includes value elements according to the nature of value generators. Levels and value generators are illustrated and value elements are identified. This classification scheme is utilised to compute total customer value and total customer cost to arrive at computed value of customer value index. The strength of the model lies in its flexibility to address complexities for a wide range of customer value index. - Reproduced.
650			_aCustomer satisfaction
650			_aConsumers
773			_aVision
909			_a64483
999			_c64483 _d64483