Focusing on Your Customer

Focusing on Your Customer

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Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness. In this book, you'll learn to assess the lifetime value of a customer, and why it makes sense to build loyalty among your target customers. You'll also learn to: - Understand the service-profit chain - Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability - Build and refine a process for delivering extraordinary value to your customersArticles Chase, Richard B., and Sriram Dasu. a€œWant to Perfect Your Companya#39;s Service? Use Behavioral Science.a€ Harvard Business Review OnPoint Enhanced Edition, June 2001. It may seem as if the topic of service management has beenanbsp;...

Title:Focusing on Your Customer
Author:Harvard Business School Press
Publisher:Harvard Business Press - 2013-12-30


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