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Profitable Customers: How to Identify, Develop and Keep Them (Professional Paperback Series)
Profitable Customers How to Identify Develop and Keep Them - Professional Paperback Series Author:Charles Wilson How much importance do yo attach to the management of your customer base and your trade channels? How do you ensure that all sales, service and front-line staff are effective in maximizing your company's profitability? How much of your company's profits come from the top 5 per cent of customers? How many unprofitable customers do you... more » carry? Most management teams ignore these crucial questions and leave sales and customer service staff to determine which customers will receive what attention. Such an approach is risky an dcan lead to lost sales, poor margins and a high cost of serving the customer. Profitable Customers, fully updated fo rthis second edition, is designed to help companies minimize the risks and maximize the profits associated with tighter management of the customer base. The book: examines the ways to identify profitable customers and unprofitable customers explores how the bonds with profitable customers can be successfully developed identifies ways of harnessing new technology and formulating new ways of working with customers reviews how to increase the income from the customer base through focused account development and creative management of margins examines the routes to reducing the costs of serving customers Improving the management of the customer base may require companies to make changes to their culture, organization, remuneration and approach. Profitable Customers will guide you through these changes in a clear, ractical and authoritative manner.« less