Features
- Cover Type: Paperback
- Published by: NAPL
- Edition: 1st Edition 2003
- Written in: English
- ISBN 10 Number: 1929734425
- ISBN 13 Number: 978-1929734429
Product Description
Customers. What is it that they really want and
need from us? How do we make them happy and keep them happy? And how do we make sure the relationship is profitable for both the customers
and for us?
Customers. They can be our delight -- and our bane! But without them, we have no reason for being. The key question to ask yourself is whether all of your customers are profitable. If your answer is No, do you know what those unprofitable customers are costing you? And for those who are profitable, are you doing the right things to keep them both happy and profitable? The Pareto Principal says that eighty percent of your profits come from twenty
percent of your customers. But if you are like many businesses, eighty percent of your efforts are devoted to supporting the customers that represent only twenty percent of your profits!
In Understanding Customers, Cary Sherburne presents a thorough analysis of the importance of establishing a customer service strategy, outlines the roles and responsibilities of each member of the organization in delivering customer delight, and proposes a method for classifying customers based on their current or potential profitability to ensure a cost-effective -- and profitable -- approach to delivering customer service.
Dont leave customer satisfaction -- and customer profitability -- to chance. Read this book today, and engage your company in building a customer service strategy that will help you make and keep your customers happy, yet extract maximum profit from everyone in your customer base.
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