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Profitable customers : how to identify, develop and retain them / Charles Wilson.

By: Wilson, Charles.
Series: Professional paperbacks. Publisher: London : Kogan Page, 1998Edition: 2nd ed.Description: viii, 184 p. : ill. ; 24 cm.ISBN: 0749428252.Subject(s): Consumer satisfaction | Customer services | Customer relationsDDC classification: 658.812
Contents:
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.
Item type Current location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU
658.812 WIL (Browse shelf) 1 Available SOMAC,37003,03,GR 5000036405

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.