Converting Customer Value: From Retention to Profit
John J. Murphy
Sold by Kennys Bookstore, Olney, MD, U.S.A.
AbeBooks Seller since 9 October 2009
New - Hardcover
Condition: New
Ships within U.S.A.
Quantity: Over 20 available
Add to basketSold by Kennys Bookstore, Olney, MD, U.S.A.
AbeBooks Seller since 9 October 2009
Condition: New
Quantity: Over 20 available
Add to basketA company exists to make profit, and everything it does is merely a step towards that goal. Many are trying to get closer to their customers, but few realise how crucial this is to corporate value. Indeed, the long term value of a company is perhaps best described as the sum of future profits from customers, discounted to a present value. Num Pages: 410 pages, Illustrations. BIC Classification: KJS. Category: (P) Professional & Vocational. Dimension: 235 x 176 x 28. Weight in Grams: 714. . 2005. 1st Edition. Hardcover. . . . . Books ship from the US and Ireland.
Seller Inventory # V9780470016343
Professor John A Murphy, Alfred McAlpine Professor of Customer Management, Manchester Business School, Head of Development, Faculty of Humanities, combines the roles of academic and international consultant specialising in service quality management and customer retention. He has held a series of senior management positions both in Ireland and the UK.
At Manchester Business School, he has established a unique cohort of PhD scholarship students in conjunction with leading UK companies. This is the largest doctoral research group in this specialist area in Europe. He is a regular contributor to programmes at the Executive Development Centre. He also chairs and co-directs the Customer Management Leadership Group.
Professor Murphy holds five professional fellowships and is a member of the International Academy for Quality, whose members are chosen from the most active protagonists of quality in the world.
He is the author of four books, the most recent of which, The Lifebelt: The Definitive Guide to Managing Customer Retention, was published in 2001.
Dr Jamie Burton is a lecturer in Marketing at Manchester Business School and Director of Research for the Customer Management Leadership Group. He won the Yorkshire Water doctoral research scholarship, which allowed him to study for his PhD. He has published research in the areas of customer behaviour, satisfaction and loyalty. Dr Burton is also a regular contributor to the BBC GMR breakfast show business news.
Robin Gleaves and Jan Kitshoff met whilst at Manchester Business School and founded their consultancy in order to develop and implement their thinking in the field of customer profitability. They were involved in a benchmarking project for the CMLG on this issue and this is where the relationship with John and Jamie began.
"About this title" may belong to another edition of this title.
We guarantee the condition of every book as it's described on the Abebooks websites.
If you're dissatisfied with your purchase (Incorrect Book/Not as Described/Damaged) or if the order hasn't arrived, you're eligible for a refund within 30 days of the estimated delivery date.
For any queries please use the contact seller link or send an email to books@kennys.ie
Conor Kenny
If you are a consumer you can cancel the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.
INFORMATION REGARDING THE RIGHT OF CANCELLATION
Statutory Right to cancel
You have the right to cancel this contract within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the the last good or the last lot or piece.
To exercise the right to cancel, you must inform us, Kennys Bookstore, The Museum at Tall Timbers, 2707 Olney - Sandy Spring Road, 20832, Olney, Maryland, U.S.A., +353 91709350, of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory. You can also electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by e-mail) without delay.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel with contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us or Kennys Bookstore, The Museum at Tall Timbers, 2707 Olney - Sandy Spring Road, 20853, Olney, Maryland, U.S.A., +353 91709350, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions to the right of cancellation
The right of cancellation does not apply to:
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
To: (Kennys Bookstore, The Museum at Tall Timbers, 2707 Olney - Sandy Spring Road, 20832, Olney, Maryland, U.S.A., +353 91709350)
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following goods (*)/for the provision of the following service (*),
Ordered on (*)/received on (*)
Name of consumer(s)
Address of consumer(s)
Signature of consumer(s) (only if this form is notified on paper)
Date
* Delete as appropriate.
All books securely packaged. Some books ship from Ireland.
| Order quantity | 14 to 20 business days | 13 to 14 business days |
|---|---|---|
| First item | £ 7.69 | £ 15.39 |
Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.