The Lifebelt: The Definitive Guide to Managing Customer Retention (repost)
John A. Murphy, "The Lifebelt: The Definitive Guide to Managing Customer Retention"
Wiley | 2001 | ISBN: 0471498181 | 304 pages | PDF | 85 MB
Wiley | 2001 | ISBN: 0471498181 | 304 pages | PDF | 85 MB
In a world where there is increasing choice for just about every kind of product and service, winning and holding the best customers is key to the success of any business. Customer Relationship Management, or CRM, is a concept that senior managers in any kind of business ignore at their peril. At its heart is the successful management of customer retention by being customer-focused as an organization.
The concept is not rocket science, but its implementation is more of a challenge. It involves a fundamental change within the organization.
In this book, John Murphy introduces "The Lifebelt" - quite literally an aid to keeping afloat in this pressured environment. The Lifebelt is a framework that offers a practical way forward to integrating and mobilizing the entire oragnization toward a holistic CRM programme.
The proprietary framework features six key factors identified as being essential for consistent delivery of service: customer focus, processes, employee involvement, training, measurement, and continuous improvement.