Part 1: The value machine -- The value machine -- Leadership - the pivotal activity -- Fuelling the value machine -- Part 2: Targeting -- Market segmentation -- Customer classification - Account management - being appropriate -- Part 3: Matching -- The people -- The business strategy -- The value creation process -- Part 4: Aligning -- The critical success factors -- Getting cross-functional teams to work -- Leading the change

1. Leadership
2. Marketing
3. Customer services