Winning with Customers: A Playbook for B2B

Introduction

Glenn Dalhart, Retired Partner, Ernst & Young management consulting

This book captures the invaluable lessons learned from a nearly decade-long journey focused on perfecting the business science of creating value for customers in the so-called business-to-business (B2B) segment of commerce. Keith and Jerry have clearly arrived at an important destination. Not only has the customer value creation (CVC) science been significantly advanced, it has been proven by real-world applications in numerous B2B settings. This book provides a deep insight into the discoveries that can help you win with your customers and ultimately increase the value of your business.

I have had the distinct pleasure to participate in and witness this journey from its beginnings in the early 2000s. Keith and Jerry have come a great distance since working together in a client-consultant relationship at RR Donnelley. Keith has been a consistent CVC advocate, practitioner, and spokesperson. Jerry has maintained an unwavering focus on developing the CVC solution through a series of consulting organizations leading to his new company Valkre Solutions, Inc.

I have had a wide-ranging 35-plus year career in management consulting as a partner with Ernst & Young and several other prominent consultancies. In all my years of experience, I cannot point to a more powerful solution in the B2B setting than CVC. I truly believe that when a B2B business enterprise is aligned around CVC, it will not only create value ...