Customers that Count关键客户价值：如何与最有价值客户建立共生关系
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内容提要：
In a world where:
Consumer choice has never been greater; 80% of your profit comes from just 20% of your customers; you lose 20% of your customer every year; and the cost of acquiring new customers is sometimes more than the value they bring in; You can't afford to treat all customers the same. All customers are right - but some are more right than others, identify those who are worth it and build a relationship that is deeper than a loyalty card by going beyond the technology of CRM. Remember that relationships have more to do with humans than databases. This is CRM for those who want to work smarter not harder. 作者简介：
Book Info，“A wonderfully fresh look at CRM.Customers that cont starls with the thesis that the nature of human relationship provides a model for creating business loyalty, then reviews important rules of fridedship that will help you buisd costomer trlatinships.
目录：
Acknowledgements ix
PARTⅠ Understanding relationships 1 Relationship reality Kwik-Fit 2 Business challenge, relationship solution? Recreational Equipment Inc. 3 New relationships-hidden costs Boo.corn 4 Existing customers-hidden value Swissair PART Ⅱ Setting up for relationships 5 Readyfor customers Weetabix 6 Customer selection Rockwell Automation PART Ⅲ Living the relationship 7 Always, not sometimes Papyrus 8 Trust is all Food Inc. 9 Getting to know customers Smarterkids.com 10 Easy to reach Southwest Airlines 11 Time management for customers Marriott International 12 Keeping customers up to date Rockwell Automation 13 Rewarding loyalty Marriott International 14 Complete reassurance Horlicks India PART Ⅳ Reviewing the relationship 15 Measuring customer relationships Motor Neurone Disease Association 16 Building barriers to exit Ashrie Management College 17 Failing relationships Singapore Services 18 Mutual interest DSM Polypropylene Index |