TY  - BOOK
AU  - Wilson,Charles
TI  - Profitable customers: how to identify, develop and retain them 
SN  - 0749428252
U1  - 658.812 
PY  - 1998///
CY  - London
PB  - Kogan Page
KW  - Consumer satisfaction
KW  - Customer services
KW  - Customer relations
N1  - 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
ER  -