This Harvard Business Review Paperback, and its companion volume "Seeking Customers", provides valuable advice on how to increase profitability through improved marketing and sales management. "Keeping Customers" outlines seven management principles that contribute to a loyal customer base, including such topics as targeting the customer, the importance of quality, and the proper measurements that a business should use to gauge success. Other topics covered in "Keeping Customers" include maintaining the customer relationship after the sale has been made, developing a marketing strategy that keeps customers coming back, identifying opportunities to raise profit margins while lowering costs, designing customer services that deliver, developing an unconditional service guarantee that works, and making an "artful recovery" when a customer is dissatified. Contributors to "Keeping Customers" include Benson P. Shapiro, Theodore Levitt, John Quelch, James Heskett, and W. Earl Sasser, Jr.
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Since 1984, Harvard Business School Press has been dedicated to publishing the most contemporary management thinking, written by authors and practitioners who are leading the way. Whether readers are seeking big-picture strategic thinking or tactical problem solving, advice in managing global corporations or for developing personal careers, HBS Press helps fuel the fire of innovative thought. HBS Press has earned a reputation as the springboard of thought for both established and emerging business leaders.
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Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
Inside This Book
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First Sentence:
The first section presents the central philosophy of this book: put your customer at the heart of your business. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
order management cycle, seeking customers, information architecture Key Phrases - Capitalized Phrases (CAPs): (learn more)
Presto Cleaner, New York, United States, French Lick, Four Seasons, Paul Hoffner, Data General, Federal Express, Pigments Division, British Airways, Convert Customer Satisfaction, Kasturi Rangan, Benson Shapiro, Domino's Pizza, Earl Sasser, Edwards Deming, General Electric, Harvard Business Review, Measure Costs Right, Profits Exhibit, Theodore Levitt, Montgomery Ward, Quality Comes, The Wall Street Journal New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
The first section presents the central philosophy of this book: put your customer at the heart of your business. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
order management cycle, seeking customers, information architecture Key Phrases - Capitalized Phrases (CAPs): (learn more)
Presto Cleaner, New York, United States, French Lick, Four Seasons, Paul Hoffner, Data General, Federal Express, Pigments Division, British Airways, Convert Customer Satisfaction, Kasturi Rangan, Benson Shapiro, Domino's Pizza, Earl Sasser, Edwards Deming, General Electric, Harvard Business Review, Measure Costs Right, Profits Exhibit, Theodore Levitt, Montgomery Ward, Quality Comes, The Wall Street Journal New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
Citations (learn more)
This book cites 41
books:
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28
books
cite this book:
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- Seeking Customers (Harvard Business Review Book) by Benson P. Shapiro in Front Matter (1), Front Matter (2), and Front Matter (3)
- Management Accounting, Fourth Edition by Anthony A. Atkinson on page 353, and Back Matter
- on page 353, and Back Matter
- Service Breakthroughs: Changing the Rules of the Game by James L. Heskett in Back Matter (1), and Back Matter (2)
- Relevance Lost: The Rise and Fall of Management Accounting by H. Thomas Johnson on page 353, and Back Matter
See all 41 books this book cites
- Seeking Customers (Harvard Business Review Book) by Benson P. Shapiro in Front Matter (1), Front Matter (2), and page 230
- Selling to Major Accounts: Tools, Techniques, and Practical Solutions for the Sales Manager by Terry R. Bacon Ph.D. on page 7, and page 223
- Kundenbindung im Verkehrsdienstleistungsbereich: Ein Beitrag zum Verkehrsmittelwahlverhalten von Bahnreisenden (Unternehmensführung und Marketing) (German Edition) by Jörg Nießing on page 1, and Back Matter
- The Eleventh Commandment: Transforming to "Own" Customers by Sandra Vandermerwe in Back Matter
- Smart Globalization: Designing Global Strategies, Creating Global Networks (The MIT Sloan Management Review Series) by Anil K. Gupta on page 105
See all 28 books citing this book
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