Managing customers profitably / by Lynette Ryals.
Material type: TextPublication details: Hoboken, N.J. : Wiley ; Chichester : John Wiley [distributor], 2008.Description: 320 pISBN:- 9780470060636 (hbk.) :
- 9780470060636 (hbk.) :
- 658.812 RYA
- HF5415.5
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
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Long Loan | TUS: Midlands, Main Library Athlone General Lending | 658.812 RYA (Browse shelf(Opens below)) | 1 | Available | 208161 | ||
Long Loan | TUS: Midlands, Main Library Athlone General Lending | 658.812 RYA (Browse shelf(Opens below)) | 1 | Available | 208159 | ||
Long Loan | TUS: Midlands, Main Library Athlone General Lending | 658.812 RYA (Browse shelf(Opens below)) | 1 | In transit from Selfcheck to TUS: Midlands, Main Library since 02/12/2019 | 208160 | ||
Long Loan | TUS: Midlands, Main Library Athlone General Lending | 658.812 RYA (Browse shelf(Opens below)) | 1 | Available | 208162 |
Includes bibliographical references (p. [359]-361) and index.
Section one. How to value your customers -- 1.Latest thinking on valuing and managing customers - -2.Customer profitability analysis -- 3.Calculating customer profitability -- 4.How to calculate customer profitability for large customer numbers -- 5.Customer lifetime value -- 6.Calculating customer lifetime value - -7.Calculating and using customer equity -- 8.The relational value of a customer -- Section 2.How to manage a customer portfolio -- 9.Managing a customer portfolio using customer equity -- 10.The customer portfolio using both supplier and customer perspectives -- 11.Risk -- 12.Service-based segmentation -- Section three.The strategic decisiions that maximize the value of your customers -- Section three. The strategic decisions that maximize the value of your customers -- 12.Selective customer acquisitions and retention -- 14.The role of pricing in creating or destroying value -- 15.Increasing customer equity using value propositions.
This text combines innovative approaches to calculating the value of customers with the management strategies necessary to make and keep customers profitable. The contents include assessing product costs, costs to serve and how these can be estimated, and much more.