Return On Investment In Customer Service
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Return On Investment In Customer Service
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Author : Marion Devine
language : en
Publisher:
Release Date : 2011
Return On Investment In Customer Service written by Marion Devine and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Customer services categories.
Return On Investment In Customer Service
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Author : Marion Devine
language : en
Publisher:
Release Date : 2011
Return On Investment In Customer Service written by Marion Devine and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Customer services categories.
Return On Customer
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Author : Don Peppers
language : en
Publisher: Crown Business
Release Date : 2005-06-21
Return On Customer written by Don Peppers and has been published by Crown Business this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-06-21 with Business & Economics categories.
Internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers kicked off the CRM revolution and changed the landscape of business competition with their classic bestseller, The One to One Future. Now, in Return on Customer, they have written an even more revolutionary book, redefining the very concept of what it means to be “profitable” as a business. 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 CustomerSM, 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 CustomerSM 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
Summary Return On Customer
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Author : BusinessNews Publishing,
language : en
Publisher: Primento
Release Date : 2014-10-28
Summary Return On Customer written by BusinessNews Publishing, and has been published by Primento this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-28 with Business & Economics categories.
The must-read summary of Don Peppers and Martha Rogers' book: "Return on Customer: Creating Maximum Value from Your Scarcest Resource". This complete summary of the ideas from Don Peppers and Martha Rogers' book "Return on Customer" presents their concept of the same name, which is a new business metric designed to measure the amount of value that a business creates by acquiring, retaining and then growing its customer base. In their book, the authors explain what causes your ROC (Return on Customer) to be negative, and how you can make changes to ensure that it is positive and value is being created. This summary provides readers with seven reasons why they should use Return on Customer as a management metric and the benefits this could bring for your business. Added-value of this summary: • Save time • Understand key concepts • Expand your business knowledge To learn more, read "Return on Customer" and discover the new way to measure your business success and add value.
Roi Of Social Media
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Author : Guy Powell
language : en
Publisher: John Wiley & Sons
Release Date : 2011-02-18
Roi Of Social Media written by Guy Powell and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-02-18 with Business & Economics categories.
How to Improve the Return on Your Social Marketing Investment This book more than adequately covers this increasingly important topic, as social media begins to take its rightful place on the center stage of not just marketing but a number of business disciplines. ROI of Social Media is an excellent analysis of the current landscape. I cannot recall any book that singularly tackles ROI at this level, most media books simply give a passing reference or chapter on ROI, this is the first comprehensive study. –Larry Weber, Founder and chairman of W2 Group, Formerly of Weber Shandwick We know that for 2011 and the foreseeable future, ROI is one of the top priorities for the social media strategist at many companies, ROI of Social Media is the right book at the right time as social media strategist are needing to work the various department within the enterprise and show that the investments in social tactics and tools are a good investment. The 15 case studies contained in this book will help the social media strategist understand how global brands are successfully using social marketing to connect to their audience. –Jeremiah Owyang, Partner, Altimeter Group The ROI of Social Media is a must-read for any business looking to get the most out of their investments in social marketing. It sets the stage for marketers to interact with influencers, individuals and consumers and explains the relationships between them. This book breaks down into simple terms both "dollars" and "sense" for social marketers to live by. Fundamentals, strategies and tactics ...this book has it all. The ROI of Social Media will be the dog-eared book that sits on the corner of your desk used to prove many a point. –John Lovett, Senior Partner & Principal Consultant, Web Analytics Demystified Analytics are the core to a consistently successful marketing program. This book offers the metrics to manage social marketing programs, to measure their success, to diagnose underperforming elements, and to deliver extraordinary results. Kudos to this team of marketers in putting this essential book together. –Professor JC Larreche, InSEAD, Author of The Momentum Effect
Return On Investment In Meetings And Events
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Author : M. Theresa Breining
language : en
Publisher: Routledge
Release Date : 2008-01-14
Return On Investment In Meetings And Events written by M. Theresa Breining and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-01-14 with Business & Economics categories.
The Phillips ROI MethodologyTM utilizes five levels of evaluation, which are essential in determining the return on investment. At Level 1 - Reaction and Planned Action, attendee and stakeholder satisfaction from the meeting can be measured. Almost all organizations evaluate at Level 1, usually with a generic, end-of-meeting questionnaire. While this level of evaluation is important as a “stakeholder” satisfaction measure, a favorable reaction does not ensure that attendees have acquired new skills, knowledge, opinions or attitudes from the meeting. At Level 2 - Learning, measurements focus on what participants learned during the meeting using tests, skill practices, role-plays, simulations, group evaluations, and other assessment tools. A learning check is helpful to ensure that attendees have absorbed the meeting material or messages and know how to use or apply it properly. It is also important at this level to determine the quantity and quality of new professional contacts acquired and whether existing professional contacts were strengthened due to the meeting. However, a positive measure at this level is no guarantee that what was learned or whether the professional contacts acquired will be used on the job. At Level 3 - Job Applications, a variety of follow-up methods can be used to determine if attendees applied on the job what they learned or acquired at the meeting. The frequency and use of skills are important measures at Level 3. While Level 3 evaluations are important to gauge the success of the meeting, it still does not guarantee that there will be a positive business impact in the organization or for the attendee. At Level 4 - Business Results, the measurement focuses on the actual business results achieved by meeting participants as they successfully apply the meeting material or messages. Typical Level 4 measures include output, sales, quality, costs, time and customer satisfaction. Although the meeting may produce a measurable business impact, there is still a concern that the meeting may cost too much. At Level 5 - Return on Investment, this ultimate level of measurement compares the monetary benefits from the meeting with the fully-loaded meeting costs as expressed in the ROI formula. All levels of evaluation must be conducted in order to determine the ROI of a meeting or event. The data collected should show a chain of impact occurring through the levels as the skills and knowledge learned (Level 2) are applied on the job (Level 3) to produce business results (Level 4).
The Choreography Of Customer Service
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Author : Chris Lynam
language : en
Publisher: Post Hill Press
Release Date : 2022-02-01
The Choreography Of Customer Service written by Chris Lynam and has been published by Post Hill Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-02-01 with Business & Economics categories.
Chris Lynam left a passion for screenwriting to pursue a summer job as a dance teacher. More than two decades later, he found a way to combine both passions as the co-owner of seven of the top Arthur Murray Dance Studios in the world with his wife and dance partner, Daisey. Chris firmly believes that behind the atmosphere of glitter, Tango dancing, and spray tans lies one of the greatest customer service organizations in the world. The close proximity to the clients creates a level of service where the help desk lies within a dance frame and the connection is impossible to fake. That is high touch service. In a business landscape that has been hit with hardship, wouldn’t it be crazy if the answers were right there, dancing in the background? In the past, customer service might have been the difference between a good online review and a bad one. Today, it might be the difference between staying in business and shutting down. With five customer service components, you and your business can become masters of high touch service, even in a touch free environment. Learn how to make a lasting connection with your customers; speak with clarity, conviction, and confidence; and never again leave the customer experience up to chance.
Customer Relationship Management Systems
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Author : Glen S. Petersen
language : en
Publisher:
Release Date : 1998
Customer Relationship Management Systems written by Glen S. Petersen and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Business & Economics categories.
Return On Investment In Training And Performance Improvement Programs
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Author : Jack J. Phillips
language : en
Publisher: Routledge
Release Date : 2012-06-25
Return On Investment In Training And Performance Improvement Programs written by Jack J. Phillips and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-06-25 with Business & Economics categories.
The second edition of this bestselling book, 'Return on Investment in Training and Performance Improvement Programs,' guides you through a proven, results-based approach to calculating the Return on Investment in training and performance improvement programs. Jack Phillips has composed user-friendly ROI calculations, plus: *ten post-program data collection methods *ten strategies for determining the amount of improvement that is directly linked to training programs *ten techniques for converting both hard and soft data to monetary values 'Return on Investment in Training and Performance Improvement Programs, Second Edition' continues as a primary reference for learning how to utilize ROI to show the contribution of training, education, learning systems, performance improvement, and change initiatives throughout organizations. The book also details implementation issues, provides worksheets, and pinpoints non-monetary program benefits. A case study takes the reader through the ROI process step-by-step.
The Customer Of The Future
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Author : Blake Morgan
language : en
Publisher: HarperCollins Leadership
Release Date : 2019-10-29
The Customer Of The Future written by Blake Morgan and has been published by HarperCollins Leadership this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-29 with Business & Economics categories.
With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!