The Seven Myths of Customer Management: How to Be Customer-Driven without Being Customer-Led

By John Abram; Paul Hawkes | Go to book overview
Figures
1.1Travel company customer contribution8
1.2The satisfaction/loyalty matrix14
1.3Satisfaction vs loyalty: retail bank15
2.1Importance vs performance45
3.1Strategy formulation58
3.2Generic competitive strategies61
3.3Competitive forces analysis62
3.4The profit hierarchy65
3.5The Ansoff matrix65
3.6The differentiation matrix67
3.7The cost/differentiation matrix72
3.8The customer lifecycle73
3.9The risk/revenue matrix78
3.10Investment vs implementation78
3.11Gap analysis and strategy alternatives79
4.1Attrition by customer life stage89
4.2Reasons for credit-card closure90
4.3Customer revenues vs costs97
4.4The customer value matrix100
4.5The customer value management cube101
4.6Calculating customer value103
4.7Segmented lifetime values105

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