The key to turning customer value into a concrete and practical tool is applying methodical, function- and cost-based thinking. This philosophy must embrace the entire organisation. The strategy of function-based thinking is almost non-existent, and where it does exist, it is only in the most rudimentary form, or is only applied sporadically. This chapter is dedicated to defining the crucial points of value-based thinking, and the advantages it offers.


PDF-file of 32 pages A4 format.

Chapter 3. Customer Value as a practical tool