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Build Your Customer Strategy : A Guide to Creating Profitable Relationships 2006
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eBay item number:146996985379
Item specifics
- Condition
- Binding
- Hardcover
- Product Group
- Book
- Weight
- 1 lbs
- IsTextBook
- No
- ISBN
- 9780471776604
About this product
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0471776602
ISBN-13
9780471776604
eBay Product ID (ePID)
52646359
Product Key Features
Edition
2
Book Title
Build Your Customer Strategy : a Guide to Creating Profitable Customer Relationships
Number of Pages
224 Pages
Language
English
Topic
Customer Relations, Decision-Making & Problem Solving
Publication Year
2006
Features
Revised
Illustrator
Yes
Genre
Business & Economics
Format
Hardcover
Dimensions
Item Height
0.8 in
Item Weight
19.3 Oz
Item Length
9.2 in
Item Width
6.4 in
Additional Product Features
Intended Audience
Trade
LCCN
2006-008676
Dewey Edition
22
Dewey Decimal
658.8/12
Edition Description
Revised edition
Table Of Content
Introduction. Chapter 1 How Do You Make Them Feel? The Focus Is on the Customer-Just Listen! Are You Customer Focused? Wear That Customer Hat. A Long-Term Strategy. When Is a Relationship a Relationship? The Hard and the Soft. Customers Are People, Not Data Points. We Need More Insight, Not More Data. Remember That Quarter-Inch Drill. The Little Things Aren't-Little, That Is. Not Marketing as We've Known It. It's Also a Different View of CRM. This Isn't New, but It's Not Easy Either. Chapter 2 Are They Loyal or Merely Satisfied? Great Expectations. They Do Not Expect to Be Surprised. Satisfaction Is Functional, Loyalty Is Emotional. Satisfaction Is Personal and Situational. Fragility of Customer Satisfaction. Bridging Satisfaction and Loyalty. It's Not a Relationship, but I Love Shopping There! Loyalty Is Alive and Very Well. Repeat Buying Is Not Necessarily Loyalty. We're in It for the Points. Understanding Loyalty. Loyalty: Functional or Emotional? Why Satisfaction Is Like Cholesterol. Transforming the Functionally Loyal Five Steps to Solid Customer Relationships. Where Do Expectations Fit? What Does All This Mean for You? Chapter 3 Create Meaningful Value. What's Value Got to Do with It? Value Creation: The Essential Role of the Firm. Value Equation. It's Just Not Worth the . . . What Will They Value? What Is Value? Customer's View of Value. Value Hierarchy. Value Proposition: Functional and Emotional Components. Giving and Taking Away. Creating More Valuable Value. Meaningful Value Creation: Being Lateral. Think Customer Context: What Are They Going Through? Value: The Essence of the Customer Strategy. Chapter 4 You Mean a Lot to Them. Becoming Customer Centric. Nature of Customer Relationships. They Know Them When They Feel Them 59 What Is a Relationship Anyway? There's No Emotion. Hierarchy of Emotions. Emotions in Relationship Building. Why Relationships Last. How Can You Mean Something Special to Them? Building Blocks of Customer Strategy. Chapter 5 Beyond Mundane Experiences. A Broader View. Back to Relationship Building. Now They Are Experiences. Central to Strategy Development. Experience Is Not (Usually) Entertainment. The Brand Experience. What Contributes to the Experience? Elevating the Experience Beyond the Mundane. Personalizing the Customer Experience. Scripts and Systems-Not Personal! Recognizing Life Events: The Concept of Graduation. Bad Experiences: Why Do They Do That? Stepping in to Help When Bad Things Happen. Chapter 6 Things You Can Make Possible. Ultimate Customer Experience. Expectations Revisited. Delivering the Unexpected. Need for Contextual Intelligence. B2B Perspective. Create That Eclipse. Two Boxes, Actually . . . What Will It Take? Let's Get Creative. Really Thinking Outside the Box. Great Cleaners? Not Anymore . . . Intel Factor. Suddenly, It's a Different Value Proposition. Stepping Back. Chapter 7 Payback Time. Customer Relationships as Assets. Curse of Customer Churn. What Is a Loyal Customer Worth? Real ROI from Customer Relationships. VI3C: Some Just Look Good on You. A Customer's Sphere of Influence. What We Stand to Lose When They Leave. An Aside: What About Historic Customer Value? Danger of the Database View. You Don't Want Them
Synopsis
"The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." -From Chapter 1 of Build Your Customer Strategy Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships spells out how to create profitable and lasting customer relationships. It demystifies creating the great customer experience-something that everyone seems to be talking about these days-by showing you how to approach "experience" in ways your competitors haven't even thought of. Praise for Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships "Jim Barnes has written a down-to-earth, highly readable book that takes you through real examples with concrete ideas you can use today. Fact is, customers are the only source of revenue, and Jim will help your company build the strategy to grow the value of each customer to your firm, by making sure your firm becomes more valuable to each customer." -Don Peppers and Martha Rogers, PhD coauthors, The One to One Future and Return on Customer "Jim Barnes is in a class by himself as a guru who truly understands customer relationships from the customer's point of view. Read Build Your Customer Strategy when you're ready to move past slogans and technology-based CRM projects to create real customer equity and long-term profitability." -Bob Thompson, CEO CustomerThink Corp., and founder, CRMGuru.com "Build Your Customer Strategy is the book for leaders committed to creating genuine connections with clients. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants-the ones who bring their family and friends." -Anne Lockie, Executive Vice President, Sales Canadian Personal and Business Clients, RBC Royal Bank "Excellent reading. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Insightful and very educational." -Stephen Foster, Senior Vice President, Operations Starwood Hotels & Resorts Worldwide, Inc., "The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." -From Chapter 1 of Build Your Customer Strategy Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships spells out how to create profitable and lasting customer relationships. It demystifies creating the great customer experience-something that everyone seems to be talking about these days-by showing you how to approach "experience" in ways your competitors havent even thought of. Praise for Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships "Jim Barnes has written a down-to-earth, highly readable book that takes you through real examples with concrete ideas you can use today. Fact is, customers are the only source of revenue, and Jim will help your company build the strategy to grow the value of each customer to your firm, by making sure your firm becomes more valuable to each customer." -Don Peppers and Martha Rogers, PhD coauthors, The One to One Future and Return on Customer "Jim Barnes is in a class by himself as a guru who truly understands customer relationships from the customers point of view. Read Build Your Customer Strategy when youre ready to move past slogans and technology-based CRM projects to create real customer equity and long-term profitability." -Bob Thompson, CEO CustomerThink Corp., and founder, CRMGuru.com "Build Your Customer Strategy is the book for leaders committed to creating genuine connections with clients. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants-the ones who bring their family and friends." -Anne Lockie, Executive Vice President, Sales Canadian Personal and Business Clients, RBC Royal Bank "Excellent reading. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Insightful and very educational." -Stephen Foster, Senior Vice President, Operations Starwood Hotels & Resorts Worldwide, Inc., Before managers and marketers can decide how to develop relationships with customers, they have to know who their customers are and what's central to their lives- and they must have a strategy. In Build Your Customer Strategy, internationally recognized customer relationships expert Jim Barnes uses real-life examples to demonstrate how companies use customer insight to drive strategy. This action-oriented guide will help CEOs, customer service managers, and marketing executives develop relationship strategies based on the customer's definition of value. The book explains why many managers leave their customer hats at home, why there is too much focus on customer satisfaction, how to create extraordinary customer value, and how to get employees on their side. Plus, the book includes a template that helps readers build their own customer relationship strategy. James G. Barnes (Newfoundland, Canada) is a thought leader on the subject of customer relationship strategy and management. He is an educator, entrepreneur, and consultant to mid-sized and international clients, as well as a renowned speaker and presenter. He is a member of the distinguished Guru Panel at CRMguru.com., "The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." From Chapter 1 of Build Your Customer Strategy Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships spells out how to create profitable and lasting customer relationships. It demystifies creating the great customer experience something that everyone seems to be talking about these days by showing you how to approach "experience" in ways your competitors havent even thought of. Praise for Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships "Jim Barnes has written a down-to-earth, highly readable book that takes you through real examples with concrete ideas you can use today. Fact is, customers are the only source of revenue, and Jim will help your company build the strategy to grow the value of each customer to your firm, by making sure your firm becomes more valuable to each customer." Don Peppers and Martha Rogers, PhD coauthors, The One to One Future and Return on Customer "Jim Barnes is in a class by himself as a guru who truly understands customer relationships from the customers point of view. Read Build Your Customer Strategy when youre ready to move past slogans and technology-based CRM projects to create real customer equity and long-term profitability." Bob Thompson, CEO CustomerThink Corp., and founder, CRMGuru.com "Build Your Customer Strategy is the book for leaders committed to creating genuine connections with clients. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants the ones who bring their family and friends." Anne Lockie, Executive Vice President, Sales Canadian Personal and Business Clients, RBC Royal Bank "Excellent reading. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Insightful and very educational." Stephen Foster, Senior Vice President, Operations Starwood Hotels & Resorts Worldwide, Inc., Before managers and marketers can decide how to develop relationships with customers, they have to know who their customers are and what s central to their lives and they must have a strategy.
LC Classification Number
HF5415.5.B36825 2006
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Seller feedback (4,539)
- t***e (396)- Feedback left by buyer.Past 6 monthsVerified purchaseOutstanding seller! The item was exactly as described, arrived quickly, and was packaged with great care to ensure it stayed in perfect condition. Their pricing was very competitive, and they were open to reasonable negotiations, making the transaction smooth and stress-free. Communication was excellent throughout the process, and they were friendly and professional at every step. I couldn't have asked for a better buying experience. Highly recommend this seller and would deal with them again!Guess Jeans Britt Rocker Men’s 36x32 MSRP $98 – NWT (#146730195392)
- 3***7 (278)- Feedback left by buyer.Past monthVerified purchaseThere's a reason for this seller's perfect feedback- all of my records arrived in excellent condition, with beautiful plastic sleeves to protect them. Great packaging, lightning fast shipping- absolutely fantastic experience. Just as described and fantastic value!
- b***b (16)- Feedback left by buyer.Past 6 monthsVerified purchaseMy sealed blank vhs tapes arrived very quickly despite having to ship from across the country. The sealed tapes were packaged extremely well and arrived in great condition as shown on the listing's photos. The value for the 3 tapes was fine.