Focusing on Your Customer

Download or read book Focusing on Your Customer written by Harvard Business Review and published by Harvard Business Press. This book was released on 2010-11-04 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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