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Editorial Reviews
Review
“Finally – a business metric that can drive better management and higher stock price. I predict soon you’ll be hard pressed to find a company that isn’t tracking ROC.”
—Larry Kudlow, co-host of CNBC’s “Kudlow & Cramer”
“Books like this come only once a decade – a conceptual breakthrough that makes instant sense, combined with the toolkit to apply it well. Stunning insight.”
—Scott Cook, founder of Intuit
—Larry Kudlow, co-host of CNBC’s “Kudlow & Cramer”
“Books like this come only once a decade – a conceptual breakthrough that makes instant sense, combined with the toolkit to apply it well. Stunning insight.”
—Scott Cook, founder of Intuit
Product Description
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 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
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
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More About the Author
Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
Inside This Book
(learn more)
First Sentence:
Businesses succeed by getting, keeping, and growing customers. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
total customer equity, treating different customers, maximizing your return, valuing customers, customer lifetime values, creating more value, customer insight, most valuable customers, total shareholder return, transactional records, customer portfolio, employee culture, segment management Key Phrases - Capitalized Phrases (CAPs): (learn more)
Wall Street, Inland Revenue, Best Buy, United States, New York, Executive Club, One Boise, Royal Bank of Canada, British Airways, Magna Steyr, Southwest Airlines, Boise Office Solutions, Goldfish Principle, Journal of Marketing, Pitney Bowes, Balanced Scorecard, Business Week, Cisco Systems, Enterprise Rent-A-Car, General Motors, George Bank, Golden Rule, Harvard Business Review, Journal of Interactive Marketing, Most Growable Customers New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
Businesses succeed by getting, keeping, and growing customers. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
total customer equity, treating different customers, maximizing your return, valuing customers, customer lifetime values, creating more value, customer insight, most valuable customers, total shareholder return, transactional records, customer portfolio, employee culture, segment management Key Phrases - Capitalized Phrases (CAPs): (learn more)
Wall Street, Inland Revenue, Best Buy, United States, New York, Executive Club, One Boise, Royal Bank of Canada, British Airways, Magna Steyr, Southwest Airlines, Boise Office Solutions, Goldfish Principle, Journal of Marketing, Pitney Bowes, Balanced Scorecard, Business Week, Cisco Systems, Enterprise Rent-A-Car, General Motors, George Bank, Golden Rule, Harvard Business Review, Journal of Interactive Marketing, Most Growable Customers New!
Books on Related Topics | 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 48
books:
See all 48 books this book cites
2
books
cite this book:
- Managing Customer Relationships: A Strategic Framework by Don Peppers on 5 pages
- Enterprise One to One by Don Peppers on 4 pages
- The One to One Manager: Real-World Lessons in Customer Relationship Management by Don Peppers on 4 pages
- Return on Customer: Creating and Maximizing Value from Your Scarcest Resource by Don Peppers on 4 pages
- Marketing Research by Donald R. Lehmann on page 228, Back Matter (1), and Back Matter (2)
See all 48 books this book cites
- Sold!: Direct Marketing for the Real Estate Pro by Lois K. Geller in Front Matter
- Covert Persuasion: Psychological Tactics and Tricks to Win the Game by Kevin Hogan in Front Matter
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81% buy the item featured on this page: Return on Customer: Creating Maximum Value From Your Scarcest Resource $21.33 |
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