 Converting Customer Value: From Retention to Profit
ISBN: 978-0-470-01634-3
Hardcover
410 pages
December 2005
US $70.00
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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.
