Converting customer value : from retention to profit

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Title:

Converting customer value : from retention to profit

Author:

Murphy, John A., 1948-

ISBN:

9780470016343

Personal Author:

Murphy, John A., 1948-

Publication Information:

Hoboken, NJ : Wiley, c2006.

Physical Description:

xxviii, 388 p. : ill. ; 24 cm.

Contents:

The customer profit conundrum -- Segmentation -- Customer focus -- Processes and systems -- Employee involvement -- Training and development -- Measurement -- Continuous improvement -- Communication -- Culture.

Abstract:

"This book is founded on a groundbreaking approach called the Customer Management Integration Framework. Developed from a customer profitability benchmarking study conducted by the authors across leading companies, the approach makes explicit links between customer and corporate value for the first time. A business without customers is nothing, argue the authors. And if you plan to stay for the long term you had better start converting the value of yours into hard currency - fast." "Building on the success of John Murphy's previous book The Lifebelt and drawing on new thinking from the Customer Management Leadership Group, Converting Customer Value presents a model for developing top customers and exploiting them for ideas, publicity and profitability in exchange for special care and attention. It discusses the opportunities for bringing less profitable customers into the top group, and also offers some unconventional advice on what to do with the remainder."--BOOK JACKET.

Subject Term:

Customer relations -- Management.

Business planning.

Relationship marketing.

Electronic Access:

Table of contents http://www.loc.gov/catdir/toc/ecip0515/2005020017.html
Publisher description http://www.loc.gov/catdir/enhancements/fy0622/2005020017-d.html

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168020365876	658.812 M978 2006	1	Searching... Unknown

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Summary

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.