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Converting Customer Value: From Retention to Profit

By Murphy, John J.

Converting Customer Value: From Retention to Profit Law

Converting Customer Value: From Retention to Profit

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Description
This book is founded on a groundbreaking approach called the Customer Management Integration Framework. Developed from a customer profitability benchmarking study conducted by the authors across leading companies, the approach makes explicit links between customer and corporate value for the first time. A business without customers is nothing, argue the authors. And if you plan to stay for the long term you had better start converting the value of yours into hard currency – fast. Building on the success of John Murphy's previous book The Lifebelt and drawing on new thinking from the Customer Management Leadership Group, Converting Customer Value presents a model for developing top customers and exploiting them for ideas, publicity and profitability in exchange for special care and attention. It discusses the opportunities for bringing less profitable customers into the top group, and also offers some unconventional advice on what to do with the remainder. A final section is devoted to detailed case studies of customer-centric change initiatives at Alfred McAlpine Business Services, Centrica, Eversheds, the National Blood Service and Shell.
Product details
Edition:
1
Number of Pages:
416
Release Date:
2005-10-07
Publication Date:
2005-10-07
Publisher:
Wiley
Languages:
Published: English, Original: English
ISBN10:
0470016345
GPSR Manufacturer Reference:
[email protected]
Weight:
722 g
Height:
23.3 cm
Width:
15.2 cm
Thickness:
3.3 cm
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