Wilson, Charles.
Profitable customers : how to identify, develop and retain them / Charles Wilson. - 2nd ed. - London : Kogan Page, 1998. - viii, 184 p. : ill. ; 24 cm. - Professional paperbacks. .
Includes bibliographical references (p. [173]-178) and index.
1. Introduction. 2. The customer base 'profit gap' is widening. - 3. Is there a problem? - 4. Determining the value of a customer. - 5. Lock in core profit customers. - 6. Increasing income. - 7. Reduce the costs of interfacing with customers. - 8. Harness the technology. - 9. Fix unprofitable accounts. - 10. Manage the customer life stages. - 11. Make it happen. - 12. Preparing for the new era.
0749428252
Consumer satisfaction.
Customer services.
Customer relations.
658.812 / WIL
Profitable customers : how to identify, develop and retain them / Charles Wilson. - 2nd ed. - London : Kogan Page, 1998. - viii, 184 p. : ill. ; 24 cm. - Professional paperbacks. .
Includes bibliographical references (p. [173]-178) and index.
1. Introduction. 2. The customer base 'profit gap' is widening. - 3. Is there a problem? - 4. Determining the value of a customer. - 5. Lock in core profit customers. - 6. Increasing income. - 7. Reduce the costs of interfacing with customers. - 8. Harness the technology. - 9. Fix unprofitable accounts. - 10. Manage the customer life stages. - 11. Make it happen. - 12. Preparing for the new era.
0749428252
Consumer satisfaction.
Customer services.
Customer relations.
658.812 / WIL