Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right!

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9780471713920: Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right!

"I’ve always said that education without execution is just entertainment – and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn."--Tim Sanders, Author of "Love is The Killer App"

"Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit."--Jerry Vass, Author of "Soft Selling in A Hard World" and President Vass Consulting

"You might not like this book. It's not filled with easy shortcuts and feel-good platitudes. BUT, when you're ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior's book is a fine place to start down that rarely-followed, very profitable path."--Seth Godin Author, Purple Cow & Free Prize Inside

"Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience."--Ginger Conlon, Editor-in-Chief, CRM magazine

According to Strativity's 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer’s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies’ commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers.

Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.

"Sinopsis" puede pertenecer a otra edición de este libro.

From the Inside Flap:

Why, despite spending billions of dollars in customer relationship programs and other customer initiatives, do some companies still exhibit poor results in gaining and holding on to customers? Intentions and initiatives are common, but the harder task is living and executing them. Passionate and Profitable takes a critical stand on customer relationships and offers a new approach to help you build strong relationships that have customers returning again and again—for years to come!

There is not one company out there that doesn't claim to put their customers first, yet very few of them can demonstrate long-term success in forming strong, sustainable, and profitable relationships with customers. Passionate and Profitable details the critical decisions and trade-offs companies must make in order to focus their efforts on the customer. These choices are often tough but necessary to establish a relationship that goes beyond the occasional and accidental.

Brimming with exercises that you can apply to your own business as well as case studies on companies who have built strong customer relationships, including American Express, Virgin Atlantic Airways, GE, Aveda, Paychex, and Disney, Passionate and Profitable covers such topics as:

  • Who Are We: Customer Pleasers or Efficiency Crunchers?
  • What Is the Role of the Customer in Our Existence?
  • What Defines Our Total Experience?
  • What Customers Do We Neglect?
  • What Kind of Relationships Do We Seek?
  • How Do We Change Ourselves to Avoid the Silo-Based Customer Trap?
  • Do We Employ Functional Robots or Passionate Evangelists?
  • Post-Sales Dialogue and Feedback, Do We Really Care?
  • What Do Our Measurements Say About Us?
  • How Long Do We Milk Our Products?
  • The Ultimate Choice-Customer Strategies—A Mutual Lifetime Commitment

Embrace the challenges set forth in Lior Arussy's Passionate and Profitable and reap the rewards of forging long-term relationships with your most valuable asset: your customers!

From the Back Cover:

"Lior Arussy's new book is another great addition to his work on the theme of improving the customer experience to build lasting and profitable customer relationships. Recommended to both those working on corporate customer strategy and line managers. Strong practical advice from an industry visionary."
—Michael Maoz Vice President and Research Fellow, Gartner Research

"This book isn't filled with easy shortcuts and feel-good platitudes. When you're ready to walk the walk, Lior's book is a fine place to start down that rarely followed, very profitable path."
—Seth Godin author, Purple Cow and Free Prize Inside!

"Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience."
—Ginger Conlon Editor in Chief, CRM magazine

"This book provides a clear blueprint for successful customer relationships. It is a must-read for executives who are serious about pleasing their customers."
—Guy Kawasaki author, The Art of the Start

"I've always said that education without execution is just entertainment—and Lior illustrates this beautifully in his book. It is important to learn how to implement a successful customer focus strategy and you need knowledge and process to do it well. Read this book and learn."
—Tim Sanders author, Love Is the Killer App

"Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit."
—Jerry Vass President, Vass Consulting Author, Soft Selling in a Hard World

"Sobre este título" puede pertenecer a otra edición de este libro.

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Lior Arussy
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Descripción John Wiley Sons Inc, United States, 2005. Hardback. Estado de conservación: New. 1. Auflage. Language: English . Brand New Book. I ve always said that education without execution is just entertainment and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn. -- Tim Sanders, Author of Love is The Killer App Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit. --Jerry Vass, Author of Soft Selling in A Hard World and President Vass Consulting You might not like this book. It s not filled with easy shortcuts and feel-good platitudes. BUT, when you re ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior s book is a fine place to start down that rarely-followed, very profitable path. --Seth Godin Author, Purple Cow Free Prize Inside Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience. --Ginger Conlon, Editor-in-Chief, CRM magazine According to Strativity s 2003 CEM global study, 45 of executives surveyed do not believe they deserve the customer s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50 customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers. Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales. Nº de ref. de la librería AAH9780471713920

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Lior Arussy
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ISBN 10: 0471713929 ISBN 13: 9780471713920
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Descripción John Wiley Sons Inc, United States, 2005. Hardback. Estado de conservación: New. 1. Auflage. Language: English . Brand New Book. I ve always said that education without execution is just entertainment and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn. -- Tim Sanders, Author of Love is The Killer App Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit. --Jerry Vass, Author of Soft Selling in A Hard World and President Vass Consulting You might not like this book. It s not filled with easy shortcuts and feel-good platitudes. BUT, when you re ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior s book is a fine place to start down that rarely-followed, very profitable path. --Seth Godin Author, Purple Cow Free Prize Inside Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience. --Ginger Conlon, Editor-in-Chief, CRM magazine According to Strativity s 2003 CEM global study, 45 of executives surveyed do not believe they deserve the customer s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50 customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers. Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales. Nº de ref. de la librería AAH9780471713920

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Descripción Wiley, 2005. Hardcover. Estado de conservación: New. book. Nº de ref. de la librería M0471713929

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Descripción Wiley, 2017. Hardcover. Estado de conservación: New. Never used! This item is printed on demand. Nº de ref. de la librería 0471713929

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