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

Converting Customer Value cover

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