Return on Customer: Creating Maximum Value from Your Scarcest Resource

Peppers and Rogers can help make your company a ROC star!,

During a recent interview with TMCnet, Siebel VP Bruce Cleveland calls Return on Customer the most interesting or important book he's read in the past year -- I agree with him 100 percent. Don Peppers and Martha Rogers have done it again! This is their best book yet, following a string of six best sellers. If you're a fan of Peppers and Rogers - like me - Return on Customer is the book for you. It's the first of their strategic publications which brings the concepts of customer-centric relationship management into firm alignment with the priorities of executives charged with the long-term valuation and economic survival of a business enterprise. Here's why Return on Customer is important: It describes...Managing to short-term results is damaging...Public firms are whipsawed by Wall Street and have admitted they would give up economic value in exchange for meeting short-term, 'Wall Street' expectations...An obsession with current earnings at many firms has created a culture of bad management. Executive scandals and questionable accounting are only the most noteworthy symptoms - far more insidious is the corrosive effect this obsession has on management decision making...Customers are your scarcest resource...Without customers, you don't have a business. You have a hobby...Products and services are in over-supply. The only thing in short supply these days? Customers. Customers are difficult to find and hard to keep. In today's business world, customers are even scarcer than capital. Customers are the scarce resource Return on Customer (ROC) is a breakthrough financial metric that can quantify the actual shareholder value you are creating (or, possibly, destroying) with your various business actions and initiatives. Do yourself, your shareholders and your customers a favor - read this book - it ROCs!!!!