Total Customer Solutions: Winning through Relationships

Arnoldo C. Hax and Dean L. Wilde

Chapter Chapter 4 in The Delta Project, 2001, pp 63-80 from Palgrave Macmillan

Abstract: Abstract The Total Customer Solutiona option is a complete reversal of the Best Product approach It is based upon creating a strong bond with the customer. Rather than supplying faceless Customers through mass distrilbution, Total Customer Solution players learn as much they can about each customer in order to provide customized solutions Rather than leaning on product economics, they thrive by engineering customer economics. Instead of offering independent products, they put torgether a bundle of products and services aimed at solving a wide array of Customer needs.

Keywords: General Electric; Switching Cost; Service Level Agreement; Auto Industry; Customer Experience (search for similar items in EconPapers)
Date: 2001
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DOI: 10.1057/9780230288089_5

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