Customer value: the next source for competitive advantage

Abstract

Driven by more demanding customers, global competition, and slow-growth economies and industries, many organi- zations search for new ways to achieve and retain a com- petitive advantage. Past attempts have largely looked internally within the organization for improvement, such as reflected by quality management, reengineering, down- sizing, and restructuring. The next major source for com- petitive advantage likely will come from more outward orientation toward customers, as indicated by the many calls for organizations to compete on superior customer value delivery. Although the reasons for these calls are sound, what are the implications for managing organizations in the next decade and beyond ? This article addresses this question. It presents frameworks for thinking about customer value, customer value learning, and the related skills that managers will need to create and implement superior customer value strategies.