Converting customer value : from retention to profit /
Contributor(s): Murphy, John A
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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 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
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Standard Loan
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ATU Sligo Yeats Library Main Lending Collection | 658.812 MUR (Browse shelf(Opens below)) | 1 | Available | 0073636 |
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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.