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    Focusing on Your Customer

    £7.69
    £10.99
    Price-Match is available in-store for recommended titles in CCCU module handbooks
    ISBN: 9781422129753
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    AuthorHarvard Business School Press
    Pub Date01/11/2010
    BindingPaperback
    Pages112
    Publisher: Harvard Business Review Press
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    Availability: In stock
    Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. This book teaches you how to understand the service-profit chain and the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability.

    Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness. In this book, you'll learn to assess the lifetime value of a customer, and why it makes sense to build loyalty among your target customers. You'll also learn to: - Understand the service-profit chain - Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability - Build and refine a process for delivering extraordinary value to your customers