Converting customer value : from retention to profit /
Converting customer value : from retention to profit /
- Chichester, England ; Hoboken, NJ : Wiley, c2006.
- xxviii, 388 p. : ill. ; 24 cm.
Includes bibliographical references (p. [373]-380) and index.
The customer profit conundrum -- Segmentation -- Customer focus -- Processes and systems -- Employee involvement -- Training and development -- Measurement -- Continuous improvement -- Communications -- Culture.
'Lifeblood' shows that by understanding the sources of individual customer profitability it is possible to manage customers to deliver more resilient and increased levels of profitability.
9780470016343 (hbk. : alk. paper) 9780470016343: £29.95
Customer relations--Management.
Business planning.
Relationship marketing.
658.812 / MUR
Includes bibliographical references (p. [373]-380) and index.
The customer profit conundrum -- Segmentation -- Customer focus -- Processes and systems -- Employee involvement -- Training and development -- Measurement -- Continuous improvement -- Communications -- Culture.
'Lifeblood' shows that by understanding the sources of individual customer profitability it is possible to manage customers to deliver more resilient and increased levels of profitability.
9780470016343 (hbk. : alk. paper) 9780470016343: £29.95
Customer relations--Management.
Business planning.
Relationship marketing.
658.812 / MUR