The Customer Asset
The Customer Asset

Author: Neil Bendle

Publisher: Springer Nature

Published: 2023-12-16

Total Pages: 158

ISBN-13: 303147421X

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This book delves into the concept of customers as financial assets, explaining how firms can assess investments in customer relationships. The authors present the VARIED framework for quantifying the customer asset, enabling marketers to devise strategies that enhance its value. Crucially, these strategies' advantages can be communicated in financial terms to non-marketers, instilling accountability in marketing and augmenting firm value through well-informed investment decisions. This methodology offers a practical avenue to enact the strategic concept of customer centricity. It will resonate with marketers, accountants, and all managers eager to demonstrate customers' financial worth to the organization.

Accounting Best Practices
Accounting Best Practices

Author: Steven M. Bragg

Publisher: John Wiley & Sons

Published: 2002-02-28

Total Pages: 351

ISBN-13: 0471189502

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A revised and updated Second Edition of the guide that lets you turn your adequate practices into Best Practices Accounting Best Practices provides you with the most advanced techniques and strategies available today to help your business cut costs and improve accounting operations-regardless of your company's size or holdings. Accounting expert Steven Bragg has updated the Second Edition to include fifty new best practices, expanded appendices, and a new chapter on finance. Featuring an easy-to-read format and covering a wide variety of accounting areas, this essential accounting reference will help enhance and optimize your financial bottom line. In addition, you'll find: Flowcharts of some of the most complex best practices available Concise indices of best practices, classified by type of result and functional area within the accounting field Numerous expanded appendices cross-referencing the best practices to help you easily customize them for your business New best practices, updated chapters, and much more Whether you are an accounting or financial manager, an internal or external auditor, or an accounting consultant, you'll find Accounting Best Practices, Second Edition an indispensable resource-and perfect for all your fiscal needs.

Billing and Collections Best Practices
Billing and Collections Best Practices

Author: Steven M. Bragg

Publisher: John Wiley & Sons

Published: 2004-12-20

Total Pages: 255

ISBN-13: 0471709557

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Billings and Collections Best Practices offers advice for implementing a plethora of best practices to greatly improve your company's level of efficiency in information reporting, including: Showing you how to create a more efficient billing operation. Demonstrating how you can reduce the error rate on bills sent to customers. Revealing specific steps for you to reduce the amount of outstanding receivables. Providing guidelines on how you can restructure invoice formats to shorten the payment interval. Detailing how to create a database for recurring billings and how to maintain its accuracy. Order your copy today!

The Hidden Wealth of Customers
The Hidden Wealth of Customers

Author: Bill Lee

Publisher: Harvard Business Press

Published: 2012-05-15

Total Pages: 230

ISBN-13: 1422184005

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Introducing “return on relationship” with your most valued customers The traditional model of growing your business—by relying on employees in sales, marketing, and product development—is dying. Today’s most successful companies are taking a different approach: getting customers to market, sell, and create products for them. In assessing client value, most companies look at the money paid for their goods and services. But in this book, Customer Strategy Group CEO Bill Lee offers a compelling new vision for growth by maximizing your “return on relationship” with select customers—those that offer rich sources of hidden wealth. A different type of ROI, this strategy of making the most of your firm’s existing relationships is a modern approach to customer relations—one that yields a distinct business advantage. Illustrated by numerous case studies—Salesforce.com, SAS Institute, 3M, Microsoft, and others—The Hidden Wealth of Customers shows the value some customers can have by helping to market your offerings, penetrate foreign markets, leverage the demand-generating power of social media, build customer communities, improve innovation, and more. Lee explains how to effectively engage this crucial audience, which has the power to keep your strategy focused on important customer issues and increase profitability. When done right, your best customers will prospect for you while also speeding product adoption and improving customer satisfaction and long-term loyalty. Consider this book a blueprint for finally making the most out of your most valuable customer relationships.

Electronic Commerce
Electronic Commerce

Author: Ravi Kalakota

Publisher: Addison-Wesley Professional

Published: 1997

Total Pages: 450

ISBN-13: 9780201880670

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This book is the ideal starting point for business managers involved with electronic commerce, as well as technical professionals who want to keep abreast of the latest trends and issues in management practices affected by electronic commerce technology. You will learn about firewalls, transaction security, electronic payment methods, and the management issues facing Internet Service Providers. Also fully covered are electronic commerce applications internal to the corporation-supply-chain management, manufacturing, and finance.

The Customer Management Scorecard
The Customer Management Scorecard

Author: Neil Woodcock

Publisher: Kogan Page Publishers

Published: 2003

Total Pages: 460

ISBN-13: 9780749438951

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This volume documents the results of global research on customer management (CM) funded by QCi, IBM and OgilvyOne. It is based on the diagnostic tool developed by QCi, the Customer Management Assessment Tool (CMAT), which is recognized as the global CRM scorecard and benchmark "best practice" standard for assessing how well organizations manage their customers. Drawing on the results of research using CMAT in over 300 leading companies around the world and across a wide variety of sectors, the authors present their findings. The detailed cases illustrate the gains to be made from managing customers well and include: BP; Barclaycard; BskyB; Hyundai; Mobil; Prudential; Smithkline Beecham; John Lewis; NatWest Bank; and Rolls Royce. The accompanying free CD-ROM contains a mini version of CMAT.

Managing Customer Experience and Relationships
Managing Customer Experience and Relationships

Author: Don Peppers

Publisher: John Wiley & Sons

Published: 2022-04-26

Total Pages: 517

ISBN-13: 1119815339

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Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

The Satisfied Customer
The Satisfied Customer

Author: Claes Fornell

Publisher: St. Martin's Press

Published: 2007-11-27

Total Pages: 272

ISBN-13: 0230608620

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When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. The Satisfied Customer is a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction and including examples from companies like Home Depot and UPS, Fornell presents some surprising conclusions about outreach strategy (exceeding a customer's expectations is risky, and increasing customer complaints can actually be a good thing). He also explains how to quantify and increase the value of a firm's customer relationships--what he calls the Customer Asset.

Liability of Asset Managers
Liability of Asset Managers

Author: Danny Busch

Publisher: OUP Oxford

Published: 2012-03-08

Total Pages: 3328

ISBN-13: 0191630977

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Given the international nature of the asset management industry, lawyers representing investors, asset managers, and regulators are often confronted with asset management agreements governed by foreign law. This book provides the necessary points of law and practice in the leading jurisdictions allowing lawyers to identify the main pitfalls concerning the foreign law in question. This book is the only comparative analysis of the law of asset manager liability in the major European jurisdictions, the United States, and Canada, each written by specialists from the relevant jurisdiction. This is a much-needed guide on the disparate regulation of asset manager liability in these countries highlighting the absence of uniformity in this area of law despite the implementation of MiFID in Europe. The section on European law provides an overview of the regulation in this field regionally and provides the context in which the national chapters explore the regulation at country level. The comparative evaluation at the end of the book provides a thoughtful assessment of the impact of regulatory frameworks on asset managers private law duties and liabilities. The Introduction situates the country-by-country material within the broader context of questions about regulatory design and effectiveness.

Managing Customers Profitably
Managing Customers Profitably

Author: Lynette Ryals

Publisher: John Wiley & Sons

Published: 2009-01-22

Total Pages: 384

ISBN-13: 0470742364

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This book is a response to a need in the market place in the fast-growing field of customer profitability analysis and the profitable management of customer relationships. It combines innovative approaches to calculating the value of customers, with the management strategies necessary to make and keep customers profitable. It includes easy-to-follow instructions on how to calculate customer profitability, including worked examples (non-technical) and discusses strategies and their applications for organizations to manage customers profitably. Based on cases and feedback from the KAM Club and other research, there will be many business-to-business as well as business-to-consumer examples. The book assumes some level of numeracy in its readership. The contents include: Assessing product costs, costs to serve and how these can be estimated, and how to deal with customer-specific overhead costs. It discusses the uses and limitations of the use of customer profitability analysis, and illustrates how to calculate customer lifetime value using two methods, one with actual numbers and one which estimates relative customer lifetime value. Provides an innovative approach to calculating the lifetime value of a customer by taking risk into account. Demonstrates how to recognise and value the relationship benefits of customers, such as word of mouth. Brings into discussion the idea that how customers are managed, links to their profitability. Describes how financial portfolio analysis and theory apply to marketing and how, their application to marketing relates to the optimisation of marketing spend.