Focusing on Your Customer Expert Solutions to Everyday Challenges Indian Edition

The Title "Focusing on Your Customer Expert Solutions to Everyday Challenges Indian Edition" was published in the year 2011. The publisher of this title is Harvard Business School Press. Focusing on Your Customer Expert Solutions to Everyday Challenges Indian Edition is currently Not Available with us.You can enquire about this book and we will let you know the availability.

In most businesses, closing individual sales is not enough. Success depends on developing profitable lifetime relationships with cutomers-but gaining their loyalty requires hard work and attentiveness. In this book, you’ll learn to assess the lifetime value of your customers and why it makes sense to build loyalty among them.
You’ll also learn to :
- Understand the service-profit chain
- Leverage interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitably
- Build and refine a process for delivering extraordinary value

Mentor's Message : Why Focus on your Customer?

A. FOCUSING ON YOUR CUSTOMER : THE BASICS :
I. The "Three Rs." of Customer Loyalty :
1. An Analysis of why Customer Retention, Related Sales, and Referrals are so Important
2. Retention
3. Related Sales
4. Referrals
5. The three Rs. and your Internal Customers
6. When Marketing Budgets Ignore the Three Rs.

II. Targeting the Right Customers :
1. A Closer Look at how you can Avoid Chasing the Wrong Customers
Finding your Target Customers
2. Matching your Target Customers' Expectations

III. Understanding How Customer Loyalty Affects Profitability :
1. Tips for Transforming Loyal Customers into Wellsprings of Profit
2. Calculating Lifetime Value of a Customer
3. Appreciating the Service-profit Chain

IV. Sharpening Employees' Focus on Customers :
1. Ideas for Strengthening a Crucial Link in the Service-profit Chain
2. Understanding the High Cost of Workforce Turnover
3. Combating Turnover

V. Getting to Know your Customers :
1. Suggestions for Discovering who your Customers are and what they Want
2. Obtaining Feedback from Customers
3. Observing Customers

VI. Delivering Irresistible Value to your Customers :
1. Advice for Securing your Best Customers' Devotion
2. Understanding the Customer Value Equation
3. Developing Satisfaction Goals for Profitable Customers
4. Establishing Customer-friendly Processes
5. Designing Effective Customer Listening Posts

B. TIPS AND TOOLS :
I. Tools for Focusing on your Customer :
Worksheets for Calculating the Lifetime Value of a Customer, Using the Customer Value Equation, Calculating Employee Turnover, Calculating, The Cost of Replacing a Specific Employee, Documenting Feedback from Customers, Developing Satisfaction Goals for Customers, Improving a Customer-Related Work Process, and Assessing Service Quality

II. Test Yourself :
A Helpful Review of Concepts Presented in this Guide. Take it Before and After you've Read the Guide, to see how Much you've Learned

III. Answers to Test Questions
IV. To Learn More :
Further Titles of Articles And Books if you Want to go more Deeply into the Topic

IV. Sources for Focusing on your Customer
Notes : For you to Use as Ideas Come to Mind