Online Book Launch – Customer Value Starvation Can Kill

Customer Value Starvation Can Kill was released in New York on MARCH 5th, 2021. and is a valuable addition to Service Systems and Innovations in Business and Society collection. The book will be released in India on March 26^th 2021 by the Bombay Management Association.

Customer Value Starvation (CVS) is a common disease in companies, both small and large, that is difficult to diagnose. It is a silent killer, like many cancers. By the time it is diagnosed, it is generally late, sometimes, too late. CVS causes irritation and frustration to customers in their interaction with the company and its personnel—in person, on the telephone, via the website or e-mail. The book identifies customer DNA (Do Not Annoy) factors and suggests how to minimize complaints and ensure customer loyalty and long-term company profitability and success.

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