Converting Customer Value

From Retention to Profit

John A. Murphy

400 pages, parution le 09/11/2005

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Résumé

A company exists to make profit, and everything it does is a step towards that goal. Many firms are trying to get closer to their customers, but few realise how crucial this is to corporate value. Indeed, the long-term value of a company is perhaps best described as the sum of future profits from customers, discounted to a present value. Tackling two hot topics in business - CRM and corporate value - and based on a study undertaken by the Customer Management Leadership Group, John Murphy's new book links customer management directly to company profitability for the first time. By implementing its Customer Management Integration Framework, a company can see cash flows for each customer relationship, and use that information to effectively manage key customers for higher and more resilient levels of profitability.

Sommaire

The Customer Profit Conundrum
Segmentation
Customer Focus
Processes and Systems
Employee Involvement
Training and Development
Measurement
Continuous Improvement
Communications
Culture

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Wiley
Auteur(s)	John A. Murphy
Parution	09/11/2005
Nb. de pages	400
Format	15,5 x 23,5
Couverture	Relié
Poids	730g
Intérieur	Noir et Blanc
EAN13	9780470016343
ISBN13	978-0-470-01634-3