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Converting customer value : from retention to profit

Author: John A Murphy
Publisher: Chichester, England ; Hoboken, NJ : Wiley, ©2006.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
"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
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Additional Physical Format: Online version:
Converting customer value.
Chichester, England ; Hoboken, NJ : Wiley, ©2006
(OCoLC)1035527553
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: John A Murphy
ISBN: 0470016345 9780470016343
OCLC Number: 61109364
Description: xxviii, 388 pages : illustrations ; 24 cm
Contents: The customer profit conundrum --
Segmentation --
Customer focus --
Processes and systems --
Employee involvement --
Training and development --
Measurement --
Continuous improvement --
Communications --
Culture.
Responsibility: J.A. Murphy [and others].
More information:

Abstract:

"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."--Jacket.

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