The Customer Century

The Customer Century

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Based on hundreds of hours of in-depth interviews with senior marketing and corporate communications managers from top companies such as Hewlett-Packard, Ericsson, Philips, and Xerox, this book is packed with hands-on advice to ensure business success in the new millennium. Companies must learn to integrate communications three dimensionally; externally with key customers, vertically between senior management and front-line workers, and horizontally across departments. Filled with hints, tips and strategies, this illuminating text shows readers the key to thriving in the upcoming a€˜customer centurya€™.By analyzing this data and offering customizedsolutions, HP is garnering additional sales to the tune of $180million.7 Alearning ... preferences, payments, returns, responses to promotions, inquiries, satisfaction surveyresults, and complaints. ... costing, I„ which can determine the actual costs of individual customers, including customer service, credit expenses, handling charges, and productsupport.

Title:The Customer Century
Author:Anders Gronstedt
Publisher:Routledge - 2012-11-12


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