Return on Customer: Creating Maximum Value from Your Scarcest Resource
Virtually every manager agrees that a company's most vital asset is its customer base - the lifetime values of all its current and future customers. Yet when companies track their financial results, they rarely take into account any change in the value of this critical asset. As a result, managers remain blind to one of the most significant factors driving genuine, lasting business success, and instead become preoccupied with achieving short-term financial goals.
"Return on Customer" is the first book to focus on how firms create value, not just by driving current profits, but by preserving and increasing customer lifetime value. In a powerful blend of theory and practice, Peppers and Rogers demonstrate how to create shareholder value more efficiently by concentrating on Return on Customer(SM), a revolutionary business metric focused on a company's scarcest resource - customers. By paying close attention to Return on Customer, companies can improve their profits while still conserving and replenishing long-term enterprise value.
Relying on their years of experience working with many of the world's leading companies, Peppers and Rogers take readers far beyond marketing, sales, and service. "Return on Customer" will revolutionize how companies think about their basic competitive strategy, product development efforts, and even the issue of business ethics and corporate governance.
Return on Customer(SM) is a registered service mark of Peppers & Rogers Group, a division of Carlson Marketing Group, Inc.
"To remain competitive, you must figure out how to keep your customers longer, grow them into bigger customers, make them more profitable, and serve them more efficiently. And you want more of them.
Unfortunately, the financial metrics you learned in business school are not easily adapted to account for the value companies generate from this scarce resource, with the right balance between current-period sales and customer lifetime value. But striking that balance is necessary if you want to know whether you're better off investing in customer acquisition, or in product development, or opening new stores, or plant efficiency, or better qualified personnel, or more service, or cost reduction. While you may believe in your heart that a particular decision creates shareholder value, there's no financial metric currently available to tell you how much shareholder value you actually created, or even whether you created any at all.
But Return on Customer can help you. Return on Customer is a breakthrough financial metric that can quantify the actual shareholder value you are creating (or, possibly, destroying) with your various business actions and initiatives."
--from "Return on Customer
NEWS & OPINION: Are we too altruistic? An inside look into customer service
NEWS & OPINION: 800-CEO-READ's Best Selling Books of 2005
NEWS & OPINION: New Book Excerpts!
EXCERPTS: Branding Unbound by Rick Mathieson - Part II
NEWS & OPINION: The essence of business
Bulk Hardcover Non-returnable Discounts
|1 - 24||$19.96||20%|
|25 - 99||$15.47||38%|
|100 - 249||$14.97||40%|
|250 - 499||$14.47||42%|
|500 - 999||$14.22||43%|
About the Hardcover
Need 1000 or more?
Additional discounts may be available for print books. We also offer pricing for RETURNABLE orders. Please call 1-800-236-7323 or email us to request a quote.
If you would like pricing and availability on eBooks (25 copy minimum/US billing only), click the link below to send an email directly to our trusted digital distribution partner, BookShout.
Request a quote for eBooks
Other questions about eBooks can be directed to email@example.com.