The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

Abstract

Contents Preface Introduction PART I Achieving Value-Centered Change 1. The Value Profit Chain 2. Rethinking the Business Using Value-Centered Concepts PART II Getting Management's Attention 3. Measuring and Communicating Customer Lifetime Value 4. Measuring and Communicating Employee Value 5. Mobilizing for Change: Challenging Strong Cultures PART III Engineering Value Profit Change 6. The Performance Trinity and the Value Profit Chain 7. Employee Relationship Management Treating Employees Like Customers 8. Customer Relationship Management Treating Customers Like Employees 9. Managing by Value Exchange 10. Leveraging Value over Cost PART IV Cementing the Gains 11. Identifying and Revisiting Core Values 12. Developing Value-Centered Measurement and Recognition 13. Hardwiring Performance 14. Leading the Organization to Learn and Innovate Afterword Appendix A: Compendium of Value Profit Chain Research Appendix B: The Value Profit Chain Audit Appendix C: Calculating the Lifetime Value of a Customer Notes Index