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The Life Belt: The Definitive Guide to Managing Customer Retention by John A. Murphy

The Life Belt: The Definitive Guide to Managing Customer Retention

by John A. Murphy
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Book cover type: Hardcover
  • ISBN13: 9780471498186
  • Binding: Hardcover
  • Subject: Business Management
  • Publisher: Wiley
  • Publisher Imprint: Wiley
  • Publication Date:
  • Pages: 306
  • Original Price: USD 90.0
  • Language: English
  • Edition: N/A
  • Item Weight: 554 grams
  • BISAC Subject(s): Customer Relations

About the Book In jedem Unternehmen - gleichg�ltig ob Dienstleistungs- oder Produktionsunternehmen - spielt der Kunde eine zentrale Rolle. Ob ein Unternehmen �berlebt, h�ngt zwar einerseits wesentlich vom Kunden ab, aber andererseits auch von der F�higkeit eines Unternehmens, seine Kunden an sich zu binden. Deshalb ist Customer Relationship Marketing (CRM) nach wie vor ein brandaktuelles Thema. Dieser Band bietet einen einzigartigen integrierten Ansatz zum CRM, der Ihnen bei der Suche nach einer erfolgversprechenden Strategie hilft. "The Life Belt" ist ein praxisorientierter Leitfaden zur Verbesserung der Kundenbindung. Hier erfahren Sie alles �ber bew�hrte Methoden und Techniken im Rahmen des Service Qualit�tsmanagement, der Kundentreue und Kundenbindung. Schritt f�r Schritt wird erl�utert, wie Sie die entsprechenden Ma nahmen zur Kundenbindung in die Praxis umsetzen. Dar�ber hinaus wird untersucht, mit welchem Verhalten man Kunden bindet oder aber vergrault. Dieses Buch sagt Ihnen auch, wie und warum jeder Mitarbeiter in die Aktivit�ten eines Unternehmens zur Kundenbindung mit einbezogen werden sollte.

Dr John A Murphy is Abbey National Visiting Professor in Service Quality at the Manchester Business School. Professor Murphy combines the roles of academic and international consultant specializing in service quality management and customer retention.

He has held a series of senior management positions both in Ireland and the UK. He is currently a non-executive director of Total Research, the London-based European operation of the International Strategic Market Research Company, headquartered in Princeton, New Jersey, USA.

At Manchester Business School, he has established a unique cohort of PhD scholarship students in conjunction with leading UK compaies. These students are specalizing in service quality / customer retention research with an emphasis on issues that have a practical relevace to industry. This is the largest doctoral research group in this specialist area in Europe. He is a contributor to the MBA Programme and directs the Best in Quality Case Study Conference Programme. He is a regular contributor to the Management and Executive Development programmes of the MBS Executive Centre.

He holes five professioal fellowships and is a member of the International Academy for Quality, whose members are chosen from the most active protagonists in quality in the world.

John Murphy is a Food Science graduate of University College, Cork and has a Master's degree in Science from Trinity College, Dublin, and Doctor of Philosophy degree from the University of Ulster, Ireland.

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