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Author: Don Peppers Publisher: Broadway Business ISBN: 9780385510301 Category : Business & Economics Languages : en Pages : 0
Book Description
Explores the critical need to measure customers' long-term profitability and loyalty to identify the specific products and services that can increase the customer base and to assess the effectiveness of popular marketing techniques.
Author: Don Peppers Publisher: Broadway Business ISBN: 9780385510301 Category : Business & Economics Languages : en Pages : 0
Book Description
Explores the critical need to measure customers' long-term profitability and loyalty to identify the specific products and services that can increase the customer base and to assess the effectiveness of popular marketing techniques.
Author: Don Peppers Publisher: Crown Business ISBN: 0385515235 Category : Business & Economics Languages : en Pages : 316
Book Description
Internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers kicked off the CRM revolution and changed the landscape of business competition with their classic bestseller, The One to One Future. Now, in Return on Customer, they have written an even more revolutionary book, redefining the very concept of what it means to be “profitable” as a business. Virtually every manager agrees that a company’s most vital asset is its customer base – the lifetime values of all its current and future customers. Yet when companies track their financial results, they rarely take into account any change in the value of this critical asset. As a result, managers remain blind to one of the most significant factors driving genuine, lasting business success, and instead become preoccupied with achieving short-term financial goals. Return on Customer is the first book to focus on how firms create value, not just by driving current profits, but by preserving and increasing customer lifetime value. In a powerful blend of theory and practice, Peppers and Rogers demonstrate how to create shareholder value more efficiently by concentrating on Return on CustomerSM, a revolutionary business metric focused on a company’s scarcest resource – customers. By paying close attention to Return on Customer, companies can improve their profits while still conserving and replenishing long-term enterprise value. Relying on their years of experience working with many of the world’s leading companies, Peppers and Rogers take readers far beyond marketing, sales, and service. Return on Customer will revolutionize how companies think about their basic competitive strategy, product development efforts, and even the issue of business ethics and corporate governance. Return on CustomerSM is a registered service mark of Peppers & Rogers Group, a division of Carlson Marketing Group, Inc. “To remain competitive, you must figure out how to keep your customers longer, grow them into bigger customers, make them more profitable, and serve them more efficiently. And you want more of them. Unfortunately, the financial metrics you learned in business school are not easily adapted to account for the value companies generate from this scarce resource, with the right balance between current-period sales and customer lifetime value. But striking that balance is necessary if you want to know whether you’re better off investing in customer acquisition, or in product development, or opening new stores, or plant efficiency, or better qualified personnel, or more service, or cost reduction. While you may believe in your heart that a particular decision creates shareholder value, there’s no financial metric currently available to tell you how much shareholder value you actually created, or even whether you created any at all. But Return on Customer can help you. Return on Customer is a breakthrough financial metric that can quantify the actual shareholder value you are creating (or, possibly, destroying) with your various business actions and initiatives.” —from Return on Customer
Author: BusinessNews Publishing, Publisher: Primento ISBN: 2511019736 Category : Business & Economics Languages : en Pages : 27
Book Description
The must-read summary of Don Peppers and Martha Rogers' book: "Return on Customer: Creating Maximum Value from Your Scarcest Resource". This complete summary of the ideas from Don Peppers and Martha Rogers' book "Return on Customer" presents their concept of the same name, which is a new business metric designed to measure the amount of value that a business creates by acquiring, retaining and then growing its customer base. In their book, the authors explain what causes your ROC (Return on Customer) to be negative, and how you can make changes to ensure that it is positive and value is being created. This summary provides readers with seven reasons why they should use Return on Customer as a management metric and the benefits this could bring for your business. Added-value of this summary: • Save time • Understand key concepts • Expand your business knowledge To learn more, read "Return on Customer" and discover the new way to measure your business success and add value.
Author: Nick Mehta Publisher: John Wiley & Sons ISBN: 1119167965 Category : Business & Economics Languages : en Pages : 256
Book Description
Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.
Author: Leslie Turner Publisher: John Wiley & Sons ISBN: 1119577837 Category : Business & Economics Languages : en Pages : 592
Book Description
Accounting Information Systems provides a comprehensive knowledgebase of the systems that generate, evaluate, summarize, and report accounting information. Balancing technical concepts and student comprehension, this textbook introduces only the most-necessary technology in a clear and accessible style. The text focuses on business processes and accounting and IT controls, and includes discussion of relevant aspects of ethics and corporate governance. Relatable real-world examples and abundant end-of-chapter resources reinforce Accounting Information Systems (AIS) concepts and their use in day-to-day operation. Now in its fourth edition, this popular textbook explains IT controls using the AICPA Trust Services Principles framework—a comprehensive yet easy-to-understand framework of IT controls—and allows for incorporating hands-on learning to complement theoretical concepts. A full set of pedagogical features enables students to easily comprehend the material, understand data flow diagrams and document flowcharts, discuss case studies and examples, and successfully answer end-of-chapter questions. The book’s focus on ease of use, and its straightforward presentation of business processes and related controls, make it an ideal primary text for business or accounting students in AIS courses.
Author: Carl Sewell Publisher: Crown Currency ISBN: 0307567311 Category : Business & Economics Languages : en Pages : 241
Book Description
In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.
Author: Jorge Vargas Florez Publisher: Springer Nature ISBN: 3031068629 Category : Business & Economics Languages : en Pages : 560
Book Description
This proceedings volume convenes selected, peer-reviewed contributions presented at the POMS 2021 – International Conference on Production and Operations Management, which was virtually held in Lima, Peru, December 2-4, 2021. This book presents results in the field of Operations Management of key relevance to practitioners, instructors, and students. Topics focus on Operations Management, Logistics and Supply Chain Management, and Industrial and Production Engineering and Management, where mathematics and its applications play a role. In this work, readers will find a colorful collection of real-world case studies, accompanied by operations research-based managerial models. They touch on myriad topics, ranging from Artificial Intelligence and Data Analytics in Operations, Defense, Tourism, and other emerging issues in Operations Management to Healthcare Operations Management and Humanitarian Operations and Crisis Management. The POMS Lima 2021 International Conference has been organized by the Latin America & Caribbean Chapter of the Production and Operations Management Society, the most renowned professional and academic organization representing the interests of production and operations management professionals and academicians around the world. Since 2018, POMS International Conferences have been organized by POMS-LA, the first venue being in Rio de Janeiro, Brazil. Venue 2021 event was hosted by the Pontifical Catholic University of Peru and Pacific University, two Peruvian Latin-American leading academic institutions from Peru.
Author: Shep Hyken Publisher: Sound Wisdom ISBN: 1640953027 Category : Business & Economics Languages : en Pages : 217
Book Description
How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers. Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It’s the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition. In I’ll Be Back you will learn… How to design and create an experience that gets customers to return, again and again The one trackable trend that leaders must monitor every morning The difference between repeat customers and loyal customers How to build the I’ll Be Back culture How delivering an amazing customer experience is within the reach of every organization The two simple words that are the secret to every customer service program Why most “loyalty programs” fail to create customer loyalty How to personalize the customer experience Why setting up or expanding self-service and digital customer service choices are is a must, not an option Ten loyalty killers that can terminate your relationship with your customers And much more! This book includes the must-have tools, tactics and strategies you need to get your customers to say, “I’ll be back!”
Author: Freeman Hall Publisher: Simon and Schuster ISBN: 1440541744 Category : Biography & Autobiography Languages : en Pages : 308
Book Description
Bigger, Fancier, and more cutthorat than ever! When Freeman Hall left The Big Fancy to pursue his screenwriting dreams, he thought the horrors of working in a handbag department were finally over. But instead of fame and fortune, he found himself stuck behind a wall of script-killing rewrites, unable to make a living. In Return to the Big Fancy, Freeman shares his wildly entertaining journey back through the fiery gates of Retail Hell. He thought he had seen it all in his day, but with the bar set higher than ever before, employees are now graciously bowing before Corporate as they climb over fellow salespeople, and even friends, to earn enough transactions and commissions to actually survive. As he learns more of the wretchedness that has befallen the sales floor, he realizes that The Big Fancy has its customers and its employees on a short leash. But leave it to Freeman and the threat of disappearing commissions to rally the retail slaves and show Corporate who's really in charge!
Author: Don Peppers
Author: Don Peppers
Author: Don Peppers
Author: BusinessNews Publishing,
Author: Nick Mehta
Author: Leslie Turner
Author: Carl Sewell
Author: Alan Pennington
Author: Jorge Vargas Florez
Author: Shep Hyken
Author: Freeman Hall