Pocket Mentor Series: Focusing On Your Customers 哈佛商学院：客户至上 网盘下载 pdf 免费 2025 在线 epub 电子版

Closing individual sales, in most businesses, is not enough for

success. Success depends on developing profitable lifetime

relationships with customers. But gaining customer loyalty requires

hard work, care, and attentiveness. In this book, you'll learn to

assess the lifetime value of a customer, and why it makes sense to

build loyalty among your target customers. You'll also learn

to:

- Understand the service-profit chain

- Leverage the interrelationships among customer satisfaction,

customer loyalty, employee capability, and company

profitability

- Build and refine a process for delivering extraordinary value to

your customers

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The Pocket Mentor series offers immediate solutions to the

challenges managers face on the job every day. Each book in the

series is packed with handy tools, self-tests, and real-life

examples to help you identify strengths and weaknesses and hone

critical skills. Whether you're at your desk, in a meeting, or on

the road, these portable guides enable you to tackle the daily

demands of your work with greater speed, savvy, and

effectiveness.

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编辑推荐

Closing individual sales, in most businesses, is not enough for

success. Success depends on developing profitable lifetime

relationships with customers. But gaining customer loyalty requires

hard work, care, and attentiveness. In this book, you'll learn to

assess the lifetime value of a customer, and why it makes sense to

build loyalty among your target customers. You'll also learn

to:

- Understand the service-profit chain

- Leverage the interrelationships among customer satisfaction,

customer loyalty, employee capability, and company

profitability

- Build and refine a process for delivering extraordinary value to

your customers

书籍介绍

Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness. In this book, you'll learn to assess the lifetime value of a customer, and why it makes sense to build loyalty among your target customers. You'll also learn to:

- Understand the service-profit chain

- Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability

- Build and refine a process for delivering extraordinary value to your customers