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Vacation/personal time, 105
Value. See also Organizational alignment
bleeders, 73
calculation. See Lifetime customer value
customer, long-term, increase, 178
delivery. See Customers; Deloitte & Touche; Marriott International; Strategic accounts
examination, 151
examination. See Total lifetime values
processes, cost calculation, 151
quadrants. See Customers
quantification, 135, 151. See also Electronic data interchange
received/delivered, quantification/communication. See Strategic accounts
statements, clarity, 60
strategic accounts, quantification, 132–138
Value-added activity, strategic account managers, 103
Value-based competitors, 75
Value-determination process, 67
VanHootegem, Tom, 83, 183
Video focus groups, 185. See also Knauf Fiberglass
Video services, 125
Vision/values, as element of organizational alignment, 39
Voice of the Customer Program. See Nationwide Retirement Services
development, 60
Voice services, 125
Volume/margin, interaction, 72–73
Volunteer army. See Marriott International; Spinner, Patrice
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