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Converting Customer Value: From Retention to Profit

Converting Customer Value: From Retention to Profit

John J. Murphy

ISBN: 978-0-470-01634-3

Nov 2005

410 pages

Select type: Hardcover

Out of stock

$75.00

Description

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.

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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.