The Customer-Centered Enterprise: How IBM and Other World Class Companies Achieve Extraordinary Results by Putting Customers First

Customer Value Management, or CVM, is a systematic approach developed at IBM to "weave the wants and needs of customers into the key process designs and management activities of a company." Thompson, the IBM Global Executive for Customer Value Management Consulting, walks readers through the approach in this well-organized guide that uses examples from IBM's own implementation and those of companies like L.L. Bean, Mastercard, GTE Wireless and others. The book makes good use of diagrams, along with the text, to illustrate the IBM/CVM way toward "alignment between what customers want and the ability of the business to deliver."