Profitable customers: how to identify, develop and retain them
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London
Kogan Page
1996
|
| Edition: | 1 publ. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 190 S. graph. Darst. |
| ISBN: | 074941930X |
Staff View
MARC
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Record in the Search Index
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|---|---|
| adam_text | Contents
Preface 7
1. Introduction 9
2. The customer base profit gap is widening 13
Customers on steroids 16
Customer base fragmentation 24
Increasing costs of the interface 31
Trade channels at war 36
Summary 41
3. Is there a problem? 45
4. Determining the value of a customer 49
Components of customer profitability 49
UseofDCP 57
5. Lock in core profit customers 61
Deliver and surpass current expectations 62
Elevate the supplier s status 66
Bond the customer to the supplier organisation 69
Prepare for future customer needs 72
Manage core customers that are in decline 75
Encourage loyalty 76
Never believe that a core customer is safe 81
6. Increasing income 85
Existing services to existing clients 85
New products/services to existing customers 95
Attract new profitable customers 101
Restructuring pricing/terms 107
7. Reduce the costs of interfacing with customers 115
Direct or indirect? 115
What activities are performed? 119
6 ^ Contents Which front line business system is appropriate? 122
Where are activities performed? 125
Who/what performs the activities? 129
When are the activities performed? 133
Summary 135
8. Harness the technology 139
Control systems 139
Communications 142
Service systems 144
Direct systems 145
Summary 146
9. Fix unprofitable accounts 147
Turning a customer round to profit 147
Give the customer to a third party 148
Dropping a customer 148
10. Manage the customer life stages 151
Life stage management 151
Enhance recruitment 151
Refine account development 153
Slow the decline 153
Summary 156
11. Make it happen 157
Review the DCP for a sample of customers 157
Interview a few customers 158
Hold a workshop with the front line directors 158
Construct a customer base strategy 161
Summary 165
12. Preparing for the new era 167
Summary 171
Notes 175
Index 181
|
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| discipline | Wirtschaftswissenschaften |
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| illustrated | Illustrated |
| indexdate | 2024-07-09T18:07:13Z |
| institution | BVB |
| isbn | 074941930X |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-007581701 |
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| physical | 190 S. graph. Darst. |
| publishDate | 1996 |
| publishDateSearch | 1996 |
| publishDateSort | 1996 |
| publisher | Kogan Page |
| record_format | marc |
| spelling | Wilson, Charles Verfasser aut Profitable customers how to identify, develop and retain them Charles Wilson 1 publ. London Kogan Page 1996 190 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Klantgerichtheid gtt Marketing gtt Consumer satisfaction Customer relations Customer services Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007581701&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Wilson, Charles Profitable customers how to identify, develop and retain them Klantgerichtheid gtt Marketing gtt Consumer satisfaction Customer relations Customer services Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4236865-0 |
| title | Profitable customers how to identify, develop and retain them |
| title_auth | Profitable customers how to identify, develop and retain them |
| title_exact_search | Profitable customers how to identify, develop and retain them |
| title_full | Profitable customers how to identify, develop and retain them Charles Wilson |
| title_fullStr | Profitable customers how to identify, develop and retain them Charles Wilson |
| title_full_unstemmed | Profitable customers how to identify, develop and retain them Charles Wilson |
| title_short | Profitable customers |
| title_sort | profitable customers how to identify develop and retain them |
| title_sub | how to identify, develop and retain them |
| topic | Klantgerichtheid gtt Marketing gtt Consumer satisfaction Customer relations Customer services Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Klantgerichtheid Marketing Consumer satisfaction Customer relations Customer services Kundenmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007581701&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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