Who stole my customer?? : winning strategies for creating and sustaining customer loyalty /

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Current customers are up to nine times as profitable as new ones, but keeping customers has never been tougher. It's time you developed a customer-defined, outside-in vision of your business, plus the capabilities and infrastructure to make it real. Thompson led customer-focused process improve...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Thompson, Harvey
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Upper Saddle River, NJ : Pearson Prentice Hall, ©2004.
Temas:
Customer loyalty.
Customer relations.
Consumer satisfaction.
Consommateurs > Fidélité.
Consommateurs > Satisfaction.
BUSINESS & ECONOMICS > Marketing > Research.
Consumer satisfaction
Customer loyalty
Customer relations
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • pt. 1. Customer Defection: The Case for Action
  • Ch. 1. When Prior Strengths Become Your Weaknesses
  • Ch. 2. Boutique, Alternative Strategy of the 1990s
  • Ch. 3. Survival Issue and Strategic Imperative of the 2000s
  • pt. 2. Understanding Loyalty: A Pie Pan of Needs
  • Ch. 4. Product vs. Service Slices
  • Ch. 5. Customer Segmentation and Targeting
  • pt. 3. Integrating Two Views: Opportunity vs. Risk
  • Ch. 6. Opportunity: The Customer View
  • Ch. 7. Risk: The Company Culture
  • pt. 4. Winning Customer Experience
  • Ch. 8. What They Want: Ten Myths About Your Customers
  • Ch. 9. What They Need: Customer Visioneering
  • Ch. 10. What You Must Do: Institutionalize Loyalty
  • Epilogue: Who Stole My Customer?

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