Summary: Best Practices: Review and Analysis of Hiebeler, Kelly and Kettemans Book

They create a database and log the complaints. Also, keep in mind there are other benefits as well. Designing and building customer profiles. Systematically collecting information about preferences. Distributing customer information throughout the company. Analyzing how customers actually use the products. Measuring customer satisfaction internally and externally. To achieve this, these sub-processes are involved: Your email address will not be published.

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• Process 2 : Partner with customers to develop improved and enhanced products and services!
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Process 1: Develop a shrewd and profound understanding of your customers and markets

View their operations from a business process perspective. New products offered in other industries. Supplier trends and developments. The general economic climate. The political climate and potential government action. This information is generally of three types: By purchases already made.

They help customers articulate their demands. They respond quickly and efficiently. They deliver significant savings in practice and use. Achieving that in the real world requires four sub-processes: Employee observations are recorded.

These observations are communicated widely. This complete summary of the ideas from Robert Hiebeler, Thomas Kelly and Charles Ketteman's book "Best Practices" shows a research project to identify specifically what world-class companies do better than anyone else.

Six business processes were identified and labeled ''best practices" because they represent the optimum way for companies to achieve extraordinary results. Taken together, these six business processes combine in a total commitment to and focus on the customer. Best-practice companies vigorously attempt to understand markets, form close associations with customers, design, market and deliver products that customers want.

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In the process, best-practice companies provide unequaled levels of service to their customers. When everything in the company is focused on learning and responding to what the customer wants, world-class performance can be achieved. Added-value of this summary: Discovering new points of differentiation. Harvard Business Review , 75 4 , — Consumer trade-offs and the evaluation of services.

Journal of Marketing , 59 1 , 17— A conceptual model of service quality and its implications for future research. Journal of Marketing , 49 4 , 41— Recovering and learning from service failure. Sloan Management Review , 40 1 , 75— The relationship between delays and evaluations of service. Journal of Marketing , 58 2 , 56— A theory of channel control.

Journal of Marketing , 37 1 , 39— The wheel of retailing. Journal of Marketing , 25 1 , 37— The nature of power in a marketing channel. Academy of Marketing Science, 13 3 , 39— The role of the industrial distributor in marketing strategy. Journal of Marketing , 40 3 , 10— Distribution systems for industrial products.

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Interorganizational governance in marketing channels. Journal of Marketing , 58 1 , 71— Do they pay off for supplier firms? Journal of Marketing , 59 1 ,1— Effects of supplier market orientation on distributor market orientation and the channel relationship: Journal of Marketing , 62 3 , 99— Does it ever work? Journal of Consumer Marketing , 10 4 , 4— Building competitive advantage through creative pricing strategies.

Business Quarterly , 55 1 , Dynamic competitive pricing strategies.

International Journal of Research in Marketing, 9 1 , 91— Price and advertising strategy of a national brand against its private-label clone: A signaling game approach. Journal of Business Research , 33 3 , — Perceived value approach to pricing. Industrial Marketing Management , 22 2 , — Banner advertisement pricing, measurement, and pretesting practices: Perspectives from interactive agencies.

Journal of Advertising , 31 3 , 59— The importance of advertising and the relative lack of research. A revised communication model for advertising: Multiple dimensions of the source, the message, and the recipient. Journal of Advertising , 23 2 , 5— Helping the customer learn. Consumer, retailer, and manufacturer incentives to participate in electronic marketplaces.

Journal of Marketing , 61 3 , 38— How they did it. Business Week , , — Comparative versus noncomparative advertising: Journal of Marketing , 61 4 , 1— Comparative and noncomparative advertising: Attitudinal effects under cognitive and affective involvement conditions. Journal of Advertising , 23 2 , 77— Exploiting the virtual value chain. Harvard Business Review , 73 6 , 75—