1. Structural Forces
   1. Technological Innovation
   2. The Global Economy
   3. The Information Value Chain
2. Creating Value for the Customer
   1. The Customer Value Imperative
3. C&F Enterprises, Inc.: Creating Value for Its Customers
4. The Value Chain
   1. Market Analysis
   2. Product Development and Design
   3. Sales and Marketing
   4. Procurement, Production, and Distribution
   5. After-Sale Customer Service
5. Managing the Value Chain
   1. The Balanced Scorecard: A Performance Evaluation Tool
   2. Evaluating Financial Performance
   3. Evaluating Nonfinancial Performance
      1. Customer Satisfaction
      2. Internal Business Processes
      3. Learning and Growth