Author : Don Peppers
Publisher : Broadway Business
Page : 0 pages
File Size : 14,30 MB
Release : 2005
Category : Business & Economics
ISBN : 9780385510301
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 : BusinessNews Publishing,
Publisher : Primento
Page : 29 pages
File Size : 42,71 MB
Release : 2014-10-28
Category : Business & Economics
ISBN : 2511019736
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 : Don Peppers
Publisher : Cyan Books
Page : 0 pages
File Size : 21,40 MB
Release : 2005
Category : Customer equity
ISBN : 9781904879343
Don Peppers and Martha Rogers, Ph.D., are the founding partners of Peppers & Rogers Group, the world's most respected management consulting firm concentrating on customer issues, now a division of Carlson Marketing Group, Inc.. They are the coauthors of the best-selling "one to one" series of business books, including "The One to One Future, " "Enterprise One to One, The One to One Fieldbook" (with Bob Dorf), "The One to One Manager, "and "One to One B2B. " In addition, they have written a comprehensive graduate-level textbook on CRM, "Managing Customer Relationships, " used in colleges and universities around the globe.
Author : Marco Russo
Publisher : SQLBI Corp.
Page : 514 pages
File Size : 41,30 MB
Release : 2020-08-10
Category : Computers
ISBN : 1735365211
A pattern is a general, reusable solution to a frequent or common challenge. This book is the second edition of the most comprehensive collection of ready-to-use solutions in DAX, that you can use in Microsoft Power BI, Analysis Services Tabular, and Power Pivot for Excel. The book includes the following patterns: Time-related calculations, Standard time-related calculations, Month-related calculations, Week-related calculations, Custom time-related calculations, Comparing different time periods, Semi-additive calculations, Cumulative total, Parameter table, Static segmentation, Dynamic segmentation, ABC classification, New and returning customers, Related distinct count, Events in progress, Ranking, Hierarchies, Parent-child hierarchies, Like-for-like comparison, Transition matrix, Survey, Basket analysis, Currency conversion, Budget.
Author : Nick Mehta
Publisher : John Wiley & Sons
Page : 256 pages
File Size : 49,99 MB
Release : 2016-02-29
Category : Business & Economics
ISBN : 1119167965
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 : Steve Curtin
Publisher : AMACOM
Page : 200 pages
File Size : 23,56 MB
Release : 2013-07-19
Category : Business & Economics
ISBN : 0814432824
Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.
Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
Page : 314 pages
File Size : 18,92 MB
Release : 2001-02-21
Category : Business & Economics
ISBN : 0743205901
In their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their product-centered view of the world. Now, to ease this shift to a customer focus, marketing strategy experts Roland T. Rust, Valarie A. Zeithaml, and Katherine N. Lemon have created a dynamic new model they call "Customer Equity," a strategic framework designed to maximize every firm's most important asset, the total lifetime value of its customer base. The authors' Customer Equity Framework yields powerful insights that will help any business increase the value of its customer base. Rust, Zeithaml, and Lemon introduce the three drivers of customer equity -- Value Equity, Brand Equity, and Retention Equity -- and explain in clear, nontechnical language how managers can base their strategies on one or a combination of these drivers. The authors demonstrate in this breakthrough book how managers can build and employ competitive metrics that reveal their company's Customer Equity relative to their competitors. Based on these metrics, they show how managers can determine which drivers are most important in their industry, how they can make efficient strategic trade-offs between expenditures on these drivers, and how to project a financial return from these expenditures. The final section devotes two chapters to the Customer Pyramid, an approach that segments customers based on their long-term profitability, and an especially important chapter examines the Internet as the ultimate Customer Equity tool. Here the authors show how companies such as Intuit.com, Schwab.com, and Priceline.com have used more than one or all three drivers to increase Customer Equity. In this age of one-to-one marketing, understanding how to drive Customer Equity is central to the success of any firm. In particular, Driving Customer Equity will be essential reading for any marketing manager and, for that matter, any manager concerned with growing the value of the firm's customer base.
Author : Matt Watkinson
Publisher : Pearson UK
Page : 173 pages
File Size : 27,61 MB
Release : 2013-02-14
Category : Business & Economics
ISBN : 0273775987
Learn how to create a competitive advantage for your business by offering a customer experience that’s second to none! By following a simple “ten principles” format, this book will show you how to constantly improve and build your business. The combination of psychological theory, real world case studies, worked examples and template documents provides the ‘what, why and how’ necessary to make good ideas stick and get them into practical usage, so you can enhance your customers’ experiences and keep them returning again and again. Featuring lessons from a host of winning companies such as Facebook, Lush Cosmetics, Gü puddings and John Lewis, the book is littered with uncomplicated ideas which are simple to implement and accessible to anyone.
Author : Leslie Turner
Publisher : John Wiley & Sons
Page : 592 pages
File Size : 45,87 MB
Release : 2020-01-02
Category : Business & Economics
ISBN : 1119577837
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 : Shep Hyken
Publisher : Sound Wisdom
Page : 217 pages
File Size : 28,56 MB
Release : 2021-09-21
Category : Business & Economics
ISBN : 1640953027
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!”
