The Lifebelt: The Definitive Guide to Managing Customer Retention 救生带 下载 网盘 kindle mobi 115盘 pdf pdb rtf

The Lifebelt: The Definitive Guide to Managing Customer Retention 救生带电子书下载地址
- 文件名
- [epub 下载] The Lifebelt: The Definitive Guide to Managing Customer Retention 救生带 epub格式电子书
- [azw3 下载] The Lifebelt: The Definitive Guide to Managing Customer Retention 救生带 azw3格式电子书
- [pdf 下载] The Lifebelt: The Definitive Guide to Managing Customer Retention 救生带 pdf格式电子书
- [txt 下载] The Lifebelt: The Definitive Guide to Managing Customer Retention 救生带 txt格式电子书
- [mobi 下载] The Lifebelt: The Definitive Guide to Managing Customer Retention 救生带 mobi格式电子书
- [word 下载] The Lifebelt: The Definitive Guide to Managing Customer Retention 救生带 word格式电子书
- [kindle 下载] The Lifebelt: The Definitive Guide to Managing Customer Retention 救生带 kindle格式电子书
内容简介:
In a world where there is increasing choice for just about every kind of product and service, winning and holding the best customers is key to the success of any business. Customer Relationship Management, or CRM, is a concept that senior managers in any kind of business ignore at their peril. At its heart is the successful management of customer retention by being customer-focused as an organization.
The concept is not rocket science, but its implementation is more of a challenge. It involves a fundamental change within the organization.In this book, John Murphy introduces "The Lifebelt" - quite literally an aid to keeping afloat in this pressured environment. The Lifebelt is a framework that offers a practical way forward to integrating and mobilizing the entire oragnization toward a holistic CRM programme.
The proprietary framework features six key factors identified as being essential for consistent delivery of service: customer focus, processes, employee involvement, training, measurement, and continuous improvement.
作者简介:John Murphy outlines how each of the factors should be owned by an appropriate member of the top management team. When this framework is ystematically and effectively implemented and managed it will considerably enhance the customer retention capacity of the company.
The logic of the framework applies to virtually all industries internationally. Managers and marketers across the board will find this book one of the most practical gudies to retaining customers published to date.
书籍目录:
Introduction
Sink or Swim?
Why Retain Customers?
What Happens if there is no Change to a Service Culture?
Customer Retention
Reasons for Change
Study of Customers
Finding the Best Customers for Retention
Loyal Customers
Types of Loyalty
The Customer Service Integration Framework
Customer Focus
Micromarketing
Reward Loyalty
Best Practice
Mistakes do Happen
Success Builds Mutual Trust
Processes and Systems
Service Delivery
Employee Involvement
Empowerment of Teams
Trust
Training and Development
Measurement
Customer Focus
Processes and Systems
Employee Involvement
Training and Development
Continuous Improvement
Success is Measured against Competitors
Internal Communications
External Communications
Managers - Responsibility and Leadership
Continuous Improvement in Action
Summary
1 Economics of Retention
The Role of the Top 10% of Customers
The Expense of Attracting New Customers
Loyalty-Based Customers
Greater Satisfaction and Greater Loyalty
Example
Establish Minimum Thresholds
Customer Views
The Derived Approach
Where are the Answers?
What are the Real Market Drivers?
'Neutrals' are Fair Game for the Competition
Utilize Your Middle Managers
Summary
Reasons for Building Long-Term Customer Loyalty
2 Understanding Customers
Customer Segregation and Behaviour
Segmentation
Nothing in Business Remains Static
Why would a Competitor Target your Customers?
Good Customer Segmentation
Innovation in Segmentation
Types of Segments
Aspects of Segmentation
Segment Usability
Dimensions of Brand Relationship Quality
Evaluating Segmentation Alternatives
Customer Behaviour
What is a Customer?
What Motivates a Consumer to Buy?
What Happens Inside the Mind of the Client?
How do Customers Feel about Shopping?
Advanced Knowledge Adds to Shopping Pleasure
Summary
3 Customer Focus
Developing and Fostering a Service Culture
Changing Organizational Culture
Unfreezing
Refreezing the Change
Gaining Top Management Support
Fostering a Service Culture
Segmenting Business Markets
Segmenting International Markets
Choosing Customers
……
4 Processes and Systems
5 Employee Involvement
6 Training and Development
7 Measurement
8 Continuous Improvement
9 Communications
10 Leadership
11 Formalizing a Service Excellence Customer Retention Strategy
Bibliography
Index
作者介绍:
暂无相关内容,正在全力查找中
出版社信息:
暂无出版社相关信息,正在全力查找中!
书籍摘录:
暂无相关书籍摘录,正在全力查找中!
在线阅读/听书/购买/PDF下载地址:
原文赏析:
暂无原文赏析,正在全力查找中!
其它内容:
书籍介绍
In a world where there is increasing choice for just about every kind of product and service, winning and holding the best customers is key to the success of any business. Customer Relationship Management, or CRM, is a concept that senior managers in any kind of business ignore at their peril. At its heart is the successful management of customer retention by being customer-focused as an organization.
The concept is not rocket science, but its implementation is more of a challenge. It involves a fundamental change within the organization.
In this book, John Murphy introduces "The Lifebelt" - quite literally an aid to keeping afloat in this pressured environment. The Lifebelt is a framework that offers a practical way forward to integrating and mobilizing the entire oragnization toward a holistic CRM programme.
The proprietary framework features six key factors identified as being essential for consistent delivery of service: customer focus, processes, employee involvement, training, measurement, and continuous improvement.
John Murphy outlines how each of the factors should be owned by an appropriate member of the top management team. When this framework is systematically and effectively implemented and managed it will considerably enhance the customer retention capacity of the company.
The logic of the framework applies to virtually all industries internationally. Managers and marketers across the board will find this book one of the most practical gudies to retaining customers published to date.
网站评分
书籍多样性:3分
书籍信息完全性:7分
网站更新速度:3分
使用便利性:7分
书籍清晰度:6分
书籍格式兼容性:8分
是否包含广告:3分
加载速度:3分
安全性:5分
稳定性:8分
搜索功能:7分
下载便捷性:3分
下载点评
- txt(106+)
- 无颠倒(64+)
- 少量广告(625+)
- 简单(565+)
- 强烈推荐(577+)
- 三星好评(551+)
- 无漏页(559+)
- 种类多(528+)
- 值得购买(638+)
- 无广告(274+)
下载评价
- 网友 曾***玉:
直接选择epub/azw3/mobi就可以了,然后导入微信读书,体验百分百!!!
- 网友 芮***枫:
有点意思的网站,赞一个真心好好好 哈哈
- 网友 冯***卉:
听说内置一千多万的书籍,不知道真假的
- 网友 曾***文:
五星好评哦
- 网友 索***宸:
书的质量很好。资源多
- 网友 冉***兮:
如果满分一百分,我愿意给你99分,剩下一分怕你骄傲
- 网友 师***怀:
好是好,要是能免费下就好了
- 网友 田***珊:
可以就是有些书搜不到
- 网友 扈***洁:
还不错啊,挺好
- 网友 居***南:
请问,能在线转换格式吗?
- 网友 冷***洁:
不错,用着很方便
- 网友 訾***晴:
挺好的,书籍丰富
- 网友 邱***洋:
不错,支持的格式很多
- 网友 隗***杉:
挺好的,还好看!支持!快下载吧!
喜欢"The Lifebelt: The Definitive Guide to Managing Customer Retention 救生带"的人也看了
建筑消防技术规范 下载 网盘 kindle mobi 115盘 pdf pdb rtf
全国英语等级考试口试模拟考场(第2级)(附配套磁带) (精装) 下载 网盘 kindle mobi 115盘 pdf pdb rtf
2022高考物理试卷 2017-2021高三高考真题汇编必刷题(23套全国、省、市卷)含答案详解 下载 网盘 kindle mobi 115盘 pdf pdb rtf
高分子物理导论 下载 网盘 kindle mobi 115盘 pdf pdb rtf
苦行孤旅 下载 网盘 kindle mobi 115盘 pdf pdb rtf
房地产法理论与实务/中国社科大学经典文库 下载 网盘 kindle mobi 115盘 pdf pdb rtf
经济师考试 圣才教育全国经济专业技术资格考试辅导系列:保险专业知识与实务(中级)过关必做1000题(含历年真题) 下载 网盘 kindle mobi 115盘 pdf pdb rtf
交手2 谋局高手 【正版保证】 下载 网盘 kindle mobi 115盘 pdf pdb rtf
细节营销 下载 网盘 kindle mobi 115盘 pdf pdb rtf
艺术硕士入学资格考试考点精讲与真题解析 下载 网盘 kindle mobi 115盘 pdf pdb rtf
- 【预订】Volunteerism 国营进口原版 下载 网盘 kindle mobi 115盘 pdf pdb rtf
- 星座趣谈 下载 网盘 kindle mobi 115盘 pdf pdb rtf
- 中国工程院院士传记·何镜堂传 荣获第六届中华优秀出版物奖 下载 网盘 kindle mobi 115盘 pdf pdb rtf
- 高血压药膳-家庭常见病药膳食疗精粹 下载 网盘 kindle mobi 115盘 pdf pdb rtf
- 耳鼻咽喉头颈外科学(第3版/研究生/配增值) 下载 网盘 kindle mobi 115盘 pdf pdb rtf
- 五重塔 (日)幸田露伴 著 文洁若 译 下载 网盘 kindle mobi 115盘 pdf pdb rtf
- 月亮与六便士 下载 网盘 kindle mobi 115盘 pdf pdb rtf
- 贵州小学道德与法治同步练习册二三四五六年级上册配人教版 下载 网盘 kindle mobi 115盘 pdf pdb rtf
- 公司控制权争夺战-公司治理与诉讼实战指引( 货号:752161116) 下载 网盘 kindle mobi 115盘 pdf pdb rtf
- 2008录用公务员考试指导用书——真题汇编 下载 网盘 kindle mobi 115盘 pdf pdb rtf
书籍真实打分
故事情节:5分
人物塑造:6分
主题深度:7分
文字风格:8分
语言运用:3分
文笔流畅:9分
思想传递:9分
知识深度:9分
知识广度:8分
实用性:9分
章节划分:4分
结构布局:9分
新颖与独特:7分
情感共鸣:7分
引人入胜:6分
现实相关:4分
沉浸感:3分
事实准确性:6分
文化贡献:3分