Passionate and profitable: why customer strategies fail and ten steps to do them right

Book Cover
Average Rating
Publisher:
Wiley,
Pub. Date:
c2005.
Language:
English
Description
"I’ve always said that education without execution is just entertainment – and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn."--Tim Sanders, Author of "Love is The Killer App"

"Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit."--Jerry Vass, Author of "Soft Selling in A Hard World" and President Vass Consulting

"You might not like this book. It's not filled with easy shortcuts and feel-good platitudes. BUT, when you're ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior's book is a fine place to start down that rarely-followed, very profitable path."--Seth Godin Author, Purple Cow & Free Prize Inside

"Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience."--Ginger Conlon, Editor-in-Chief, CRM magazine

According to Strativity's 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer’s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies’ commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers.

Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.

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ISBN:
9780471721345
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full_title passionate and profitable why customer strategies fail and ten steps to do them right
author arussy lior
grouping_category book
lastUpdate 2017-08-14 05:04:38AM

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table_of_contents Understanding the fatal mistakes -- Critical choice 1: who are we, customer pleasers or efficiency crunchers? -- Critical choice 2: what is the role of the customer in our existence? -- Critical choice 3: what defines our total experience? -- Critical choice 4: what customers do we neglect? -- Critical choice 5: what kind of relationships do we seek? -- Critical choice 6: how do we change our organization to avoid the silo-based customer trap? How do we assume complete customer responsibility? -- Critical choice 7: do we employ functional robots or passionate evangelists? -- Critical choice 8: post-sales dialogue and service--do we really care? -- Critical choice 9: what do our measurements say about us? -- Critical choice 10: how long do we milk our products? -- The ultimate choice: customer strategies--a mutual lifetime commitment.
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title Passionate and profitable why customer strategies fail and ten steps to do them right
title_display Passionate and profitable why customer strategies fail and ten steps to do them right
title_full Passionate and profitable [electronic resource] : why customer strategies fail and ten steps to do them right / Lior Arussy
title_short Passionate and profitable
title_sort passionate and profitable why customer strategies fail and ten steps to do them right
title_sub why customer strategies fail and ten steps to do them right