Converting Customer Value

Name: Converting Customer Value
Author: John J. (Manchester Business School) Murphy

From Retention to Profit

Gebonden Engels 2005 9780470016343

Verwachte levertijd ongeveer 9 werkdagen

57,83

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Samenvatting

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.

Specificaties

ISBN13:9780470016343

Taal:Engels

Bindwijze:gebonden

Aantal pagina's:410

Uitgever:John Wiley & Sons

Hoofdrubriek:Reclame en verkoop, Algemeen management

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Inhoudsopgave

Acknowledgments.
Introduction.
1. The Customer Profit Conundrum.
2. Segmentation.
3. Customer Focus.
4. Processes and Systems.
5. Employee Involvement.
6. Training and Development.
7. Measurement.
8. Continuous Improvement.
9. Communication.
10. Culture.
Case Study 1: Alfred McAlpine Business Services Limited.
Case Study 2: Centrica.
Case Study 3: Eversheds.
Case Study 4: National Blood Service.
Case Study 5: Shell.
Bibliography.
Index.