Return on customer: creating maximum value from your scarcest resource
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London
Cyan
2005
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Includes index |
| Physical Description: | 304 S. 24cm |
| ISBN: | 1904879349 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Contents
Acknowledgments 7
1. An Open Letter to the Financial Community 9
2. Maximizing the Customer Value Proposition: Building Customer Trust. 26
3. Building the Firm s Value by Taking the Customer s Perspective.... 45
4. ROC Around the Clock 64
5. Building Enterprise Value, One ROC at a Time 83
6. Predicting the Future 101
7. Strategy: ROC in a Hostile Environment 119
8. Making It Happen: The Adoption Challenge 138
9. Delivering Value to Customers to Build ROC 156
10. ROC and the Economics of Your Enterprise 172
11. ROC the Government 184
12. Violate Your Customer s Trust and Kiss Your Asset Goodbye 191
13. Managing Portfolios of Customers to Build Enterprise Value 202
14. Who Moved My ROI? Shareholder Value, Investing, and
Customer Trust 225
Appendix 1 232
Appendix 2 234
Appendix 3 238
Appendix 4 249
Appendix 5 252
Endnotes 254
Index 291
|
| adam_txt |
Contents
Acknowledgments 7
1. An Open Letter to the Financial Community 9
2. Maximizing the Customer Value Proposition: Building Customer Trust. 26
3. Building the Firm's Value by Taking the Customer's Perspective. 45
4. ROC Around the Clock 64
5. Building Enterprise Value, One ROC at a Time 83
6. Predicting the Future 101
7. Strategy: ROC in a Hostile Environment 119
8. Making It Happen: The Adoption Challenge 138
9. Delivering Value to Customers to Build ROC 156
10. ROC and the Economics of Your Enterprise 172
11. ROC the Government 184
12. Violate Your Customer's Trust and Kiss Your Asset Goodbye 191
13. Managing Portfolios of Customers to Build Enterprise Value 202
14. Who Moved My ROI? Shareholder Value, Investing, and
Customer Trust 225
Appendix 1 232
Appendix 2 234
Appendix 3 238
Appendix 4 249
Appendix 5 252
Endnotes 254
Index 291 |
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| ctrlnum | (OCoLC)57640322 (DE-599)BVBBV021617643 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
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| dewey-search | 658.812 |
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| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| format | Book |
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| spelling | Peppers, Don Verfasser (DE-588)113933142 aut Return on customer creating maximum value from your scarcest resource Don Peppers, Martha Rogers London Cyan 2005 304 S. 24cm txt rdacontent n rdamedia nc rdacarrier Includes index Klantenservice gtt Marketing gtt Customer equity Management Customer loyalty Customer relations Management Kundenwert (DE-588)4515875-7 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Kundenbindung (DE-588)4384508-3 gnd rswk-swf Kundenbindung (DE-588)4384508-3 s Beziehungsmanagement (DE-588)4326109-7 s DE-604 Kundenmanagement (DE-588)4236865-0 s Kundenwert (DE-588)4515875-7 s 1\p DE-604 Rogers, Martha Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014832754&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Peppers, Don Return on customer creating maximum value from your scarcest resource Klantenservice gtt Marketing gtt Customer equity Management Customer loyalty Customer relations Management Kundenwert (DE-588)4515875-7 gnd Kundenmanagement (DE-588)4236865-0 gnd Beziehungsmanagement (DE-588)4326109-7 gnd Kundenbindung (DE-588)4384508-3 gnd |
| subject_GND | (DE-588)4515875-7 (DE-588)4236865-0 (DE-588)4326109-7 (DE-588)4384508-3 |
| title | Return on customer creating maximum value from your scarcest resource |
| title_auth | Return on customer creating maximum value from your scarcest resource |
| title_exact_search | Return on customer creating maximum value from your scarcest resource |
| title_exact_search_txtP | Return on customer creating maximum value from your scarcest resource |
| title_full | Return on customer creating maximum value from your scarcest resource Don Peppers, Martha Rogers |
| title_fullStr | Return on customer creating maximum value from your scarcest resource Don Peppers, Martha Rogers |
| title_full_unstemmed | Return on customer creating maximum value from your scarcest resource Don Peppers, Martha Rogers |
| title_short | Return on customer |
| title_sort | return on customer creating maximum value from your scarcest resource |
| title_sub | creating maximum value from your scarcest resource |
| topic | Klantenservice gtt Marketing gtt Customer equity Management Customer loyalty Customer relations Management Kundenwert (DE-588)4515875-7 gnd Kundenmanagement (DE-588)4236865-0 gnd Beziehungsmanagement (DE-588)4326109-7 gnd Kundenbindung (DE-588)4384508-3 gnd |
| topic_facet | Klantenservice Marketing Customer equity Management Customer loyalty Customer relations Management Kundenwert Kundenmanagement Beziehungsmanagement Kundenbindung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014832754&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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