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Converting Customer Value: From Retention to Profit / Edition 1 available in Hardcover
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.
|Product dimensions:||6.24(w) x 9.17(h) x 1.11(d)|
Table of Contents
1. The Customer Profit Conundrum.
3. Customer Focus.
4. Processes and Systems.
5. Employee Involvement.
6. Training and Development.
8. Continuous Improvement.
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.