Converting Customer Value
From Retention to Profit
Jamie Burton author John J Murphy author Robin Gleaves author Jan Kitshoff author
Format:Hardback
Publisher:John Wiley & Sons Inc
Published:7th Oct '05
Currently unavailable, and unfortunately no date known when it will be back
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.
"…reminds marketers of the vital link between customer relationships and profitability ... shows how companies can effectively implement the changes needed." (The Marketer, March 2006)
"...a worthy read..." (Quality world, May 2006)
ISBN: 9780470016343
Dimensions: 234mm x 152mm x 33mm
Weight: 612g
416 pages