The Lifebelt: The Definitive Guide to Managing Customer Retention / Edition 1

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Overview

In a world where there is increasing choice for just about every kind of product and service, winning and holding the best customers is key to the success of any business. Customer Relationship Management, or CRM, is a concept that senior managers in any kind of business ignore at their peril. At its heart is the successful management of customer retention by being customer-focused as an organization.
The concept is not rocket science, but its implementation is more of a challenge. It involves a fundamental change within the organization.
In this book, John Murphy introduces "The Lifebelt" - quite literally an aid to keeping afloat in this pressured environment. The Lifebelt is a framework that offers a practical way forward to integrating and mobilizing the entire oragnization toward a holistic CRM programme.
The proprietary framework features six key factors identified as being essential for consistent delivery of service: customer focus, processes, employee involvement, training, measurement, and continuous improvement.
John Murphy outlines how each of the factors should be owned by an appropriate member of the top management team. When this framework is systematically and effectively implemented and managed it will considerably enhance the customer retention capacity of the company.
The logic of the framework applies to virtually all industries internationally. Managers and marketers across the board will find this book one of the most practical gudies to retaining customers published to date.

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Product Details

  • ISBN-13: 9780471498186
  • Publisher: Wiley
  • Publication date: 3/26/2001
  • Edition number: 1
  • Pages: 306
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.81 (d)

Meet the Author

DR JOHN A. MURPHY is Abbey National Visiting Professor in Service Quality at the Manchester Business School. Professor Murphy combines the roles of academic and international consultant specialising in service quality management and customer retention.
He has held a series of senior management positions both in Ireland and the UK. He is currently a non-executive director of Total Research, the London-based European operation of the International Strategic Market Research Company, headquartered in Princeton, New Jersey, USA.
At Manchester Business School, he has established a unique cohort of PhD scholarship students in conjunction with leadig UK companies. These students are specializing in service quality/customer retention research with an emphasis on issues that have a practical relevance to industry. This is the largest doctoral research group in this specialist area in Europe. He is contributor to the MBA Programme and directs the Best in Quality Case Study Conference Programme. He is a regular contributor to the Management and Executive Development programmes of the MBS Executive Centre.
He holds five professional fellowships and is a member of the International Academy for Quality, whose members are chosen from the most active protagonists in quality in the world.
John Murphy is a Food Science graduate of University College, Cork and has a Master's degree in Science from Trinity College, Dublin, and Doctor of Philosophy degree from the University of Ulster, Ireland.

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Table of Contents

Introduction.
Economics of Retention.
Understanding Customers.
Customer Focus.
Processes and Systems.
Employee Involvement.
Training and Development.
Measurement.
Continuous Improvement.
Communications.
Leadership.
Formalizing a Service Excellence Customer Retention Strategy.
Bibliography.
Index.

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