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Converting customer value : from retention to profit /

Contributor(s): Murphy, John A, 1948-.
Publisher: Chichester, England ; Hoboken, NJ : Wiley, c2006Description: xxviii, 388 p. : ill. ; 24 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 9780470016343 (hbk. : alk. paper); 9780470016343:.Subject(s): Customer relations -- Management | Business planning | Relationship marketingDDC classification: 658.812
Contents:
The customer profit conundrum -- Segmentation -- Customer focus -- Processes and systems -- Employee involvement -- Training and development -- Measurement -- Continuous improvement -- Communications -- Culture.
Summary: '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.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode Item holds
Standard Loan Standard Loan ATU Sligo Yeats Library Main Lending Collection 658.812 MUR (Browse shelf(Opens below)) 1 Available 0073636
Total holds: 0

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.

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