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Return on Customer von Martha Rogers (2005)
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Standort: Woburn, Massachusetts, USA
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eBay-Artikelnr.:395250386792
Artikelmerkmale
- Artikelzustand
- ISBN
- 9780385510301
Über dieses Produkt
Product Identifiers
Publisher
Knopf Doubleday Publishing Group
ISBN-10
0385510306
ISBN-13
9780385510301
eBay Product ID (ePID)
30898580
Product Key Features
Book Title
Return on Customer : Creating Maximum Value from Your Scarcest Resource
Number of Pages
304 Pages
Language
English
Topic
Customer Relations, Sales & Selling / General, Econometrics
Publication Year
2005
Genre
Business & Economics
Format
Hardcover
Dimensions
Item Height
1 in
Item Weight
19.6 Oz
Item Length
9.4 in
Item Width
6.3 in
Additional Product Features
Intended Audience
Trade
LCCN
2005-045521
Dewey Edition
22
Reviews
"Finally a business metric that can drive better management and higher stock price. I predict soon you'll be hard pressed to find a company that isn't tracking ROC." -Larry Kudlow, co-host of CNBC's "Kudlow & Cramer" "Books like this come only once a decade a conceptual breakthrough that makes instant sense, combined with the toolkit to apply it well. Stunning insight." -Scott Cook, founder of Intuit, "Finally a business metric that can drive better management and higher stock price. I predict soon you'll be hard pressed to find a company that isn't tracking ROC." Larry Kudlow, co-host of CNBC's "Kudlow & Cramer" "Books like this come only once a decade a conceptual breakthrough that makes instant sense, combined with the toolkit to apply it well. Stunning insight." Scott Cook, founder of Intuit
Dewey Decimal
658.8/12
Synopsis
Internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers kicked off the CRM revolution and changed the landscape of business competition with their classic bestseller, The One to One Future . Now, in Return on Customer, they have written an even more revolutionary book, redefining the very concept of what it means to be "profitable" as a business. Virtually every manager agrees that a company's most vital asset is its customer base the lifetime values of all its current and future customers. Yet when companies track their financial results, they rarely take into account any change in the value of this critical asset. As a result, managers remain blind to one of the most significant factors driving genuine, lasting business success, and instead become preoccupied with achieving short-term financial goals. Return on Customer is the first book to focus on how firms create value, not just by driving current profits, but by preserving and increasing customer lifetime value. In a powerful blend of theory and practice, Peppers and Rogers demonstrate how to create shareholder value more efficiently by concentrating on Return on Customer(SM), a revolutionary business metric focused on a company's scarcest resource customers. By paying close attention to Return on Customer, companies can improve their profits while still conserving and replenishing long-term enterprise value. Relying on their years of experience working with many of the world's leading companies, Peppers and Rogers take readers far beyond marketing, sales, and service. Return on Customer will revolutionize how companies think about their basic competitive strategy, product development efforts, and even the issue of business ethics and corporate governance. Return on Customer(SM) is a registered service mark of Peppers & Rogers Group, a division of Carlson Marketing Group, Inc. "To remain competitive, you must figure out how to keep your customers longer, grow them into bigger customers, make them more profitable, and serve them more efficiently. And you want more of them. Unfortunately, the financial metrics you learned in business school are not easily adapted to account for the value companies generate from this scarce resource, with the right balance between current-period sales and customer lifetime value. But striking that balance is necessary if you want to know whether you're better off investing in customer acquisition, or in product development, or opening new stores, or plant efficiency, or better qualified personnel, or more service, or cost reduction. While you may believe in your heart that a particular decision creates shareholder value, there's no financial metric currently available to tell you how much shareholder value you actually created, or even whether you created any at all. But Return on Customer can help you. Return on Customer is a breakthrough financial metric that can quantify the actual shareholder value you are creating (or, possibly, destroying) with your various business actions and initiatives." -from Return on Customer
LC Classification Number
HF5415.527.P47 2005
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