Return on Customer: Creating Maximum Value From Your Scarcest Resource
Language: English
Published by Crown Business, 2005
- Hardcover
- New
Seller: BooksByLisa, Highland Park, IL, U.S.A.BooksByLisa
AbeBooks seller since September 27, 2022
Condition: New
US$ 22.58
Quantity: 1 available
Add to basketItem description from seller
Seller Inventory # 13201
- Title
- Return on Customer: Creating Maximum Value From Your Scarcest Resource
- Author
- Peppers, Don; Rogers, Martha"
- Publisher
- Crown Business
- Publication year
- 2005
- Condition
- New
- Book Type
- Book
- Binding
- Hardcover
- Language
- English
- ISBN 10
- 0385510306
- ISBN 13
- 9780385510301
Virtually every manager agrees that a company’s most vital asset is its customer base – the lifetime values of all its current and future customers. Yet when companies track their financial results, they rarely take into account any change in the value of this critical asset. As a result, managers remain blind to one of the most significant factors driving genuine, lasting business success, and instead become preoccupied with achieving short-term financial goals.
Return on Customer is the first book to focus on how firms create value, not just by driving current profits, but by preserving and increasing customer lifetime value. In a powerful blend of theory and practice, Peppers and Rogers demonstrate how to create shareholder value more efficiently by concentrating on Return on Customer(SM), a revolutionary business metric focused on a company’s scarcest resource – customers. By paying close attention to Return on Customer, companies can improve their profits while still conserving and replenishing long-term enterprise value.
Relying on their years of experience working with many of the world’s leading companies, Peppers and Rogers take readers far beyond marketing, sales, and service. Return on Customer will revolutionize how companies think about their basic competitive strategy, product development efforts, and even the issue of business ethics and corporate governance.
Return on Customer(SM) is a registered service mark of Peppers & Rogers Group, a division of Carlson Marketing Group, Inc.
“To remain competitive, you must figure out how to keep your customers longer, grow them into bigger customers, make them more profitable, and serve them more efficiently. And you want more of them.
Unfortunately, the financial metrics you learned in business school are not easily adapted to account for the value companies generate from this scarce resource, with the right balance between current-period sales and customer lifetime value. But striking that balance is necessary if you want to know whether you’re better off investing in customer acquisition, or in product development, or opening new stores, or plant efficiency, or better qualified personnel, or more service, or cost reduction. While you may believe in your heart that a particular decision creates shareholder value, there’s no financial metric currently available to tell you how much shareholder value you actually created, or even whether you created any at all.
But Return on Customer can help you. Return on Customer is a breakthrough financial metric that can quantify the actual shareholder value you are creating (or, possibly, destroying) with your various business actions and initiatives.”
—from Return on Customer
"Synopsis" may belong to another edition of this title.
About the Author
Don Peppers and Martha Rogers, Ph.D., are the founding partners of Peppers & Rogers Group, the world’s most respected management consulting firm concentrating on customer issues, now a division of Carlson Marketing Group, Inc.. They are the coauthors of the best-selling “one to one” series of business books, including The One to One Future, Enterprise One to One, The One to One Fieldbook (with Bob Dorf), The One to One Manager, and One to One B2B. In addition, they have written a comprehensive graduate-level textbook on CRM, Managing Customer Relationships, used in colleges and universities around the globe.
"About the title" may belong to another edition of this title.
BooksByLisa
Highland Park, IL, U.S.A.
AbeBooks seller since September 27, 2022
Shipping rates within U.S.A.
| Item | 5 to 12 business days | 3 to 5 business days |
|---|---|---|
| First item | US$ 0.00 | US$ 17.00 |
Payment methods
Store description
Specialty
New and Used all categoriesSeller's business information
BooksByLisa
IL, U.S.A.
Terms of sale
Lisa Savin: 847-274-4830
19499 Cedar Glen Dr Boca Raron, FL. 33434
8 Ridge Road Highland Park, IL. 60035
Media Shipling is 3.99 per book and .09 per lb book over 1lb. Pack and ship by 3-5 days. only Priority Service as option is $8.00 plus .09 per lb over 1lb
Sellers are required to accept returns, when initiated within 30 days of the estimated delivery date, for all reasons under AbeBooks' Return Policy. Refund amounts are based on the return reason. If the return reason cannot be determined, the minimum required refund amount is equal to the item price. Charging a restocking fee for any return is strictly prohibited.
Definitions of Return Reasons and Corresponding Reimbursement Amounts:
'Buyer Does Not Want Item' Orders Placed on AbeBooks.com:
The seller is not required to accept a return for this reason and may choose to cancel the return request.
The return is considered to be accepted unless cancelled by the seller within two business days.
If a return is cancelled more than two business days after it was initiated, AbeBooks will re-initiate the return on behalf of the buyer.
The buyer is refunded the item price only.
'Buyer Does Not Want Item' Orders Placed on AbeBooks.co.uk, AbeBooks.de, AbeBooks.fr, AbeBooks.it, ZVAB.com, or IberLibro.com:
Sellers are required to accept all returns, including those for 'Buyer does not want item', for orders placed on these domains.
The buyer is refunded the item price plus original shipping.
'Item Did Not Arrive':
Buyers can initiate a refund for 'Item did not arrive' within 30 days after an order's estimated delivery date.
Sellers are responsible for the item until it is received by the buyer. Only signature delivery confirmation will protect a seller against claims of non-delivery.
The buyer is refunded the item price plus original shipping.
'Item Was Damaged':
Item was damaged in transit.
The buyer is refunded the item price, original shipping, plus return shipping equal to the original shipping or the equivalent to the standard shipping on free shipping orders.
'Item Not as Described':
The buyer claims the item they received does not match the description on AbeBooks.
Sellers must accept all Item Not as Described returns. However:
If the seller disagrees, the buyer is refunded the item price, plus original shipping, but not return shipping.
If the seller agrees, the buyer is refunded the item price, original shipping, plus return shipping equal to the original shipping or the equivalent to the standard shipping on free shipping orders.
'Incorrect Item Delivered':
The item sent to the buyer was not the item the buyer ordered.
The buyer is refunded the item price, original shipping, plus return shipping equal to the original shipping or the equivalent to the standard shipping on free shipping orders.
'Order Accepted in Error':
After processing an order, the seller finds the order cannot be fulfilled, i.e. the item’s condition is not as described on AbeBooks, or the item was previously sold.
The buyer is refunded the item price plus original shipping.
'Buyer Cancelled Before Shipping':
The buyer requests cancellation of the order after it has been processed but prior to shipping.
The buyer is refunded the item price plus original shipping.
'Partial Refund':
The buyer and seller have agreed to a partial refund amount. The buyer is refunded only the amount specified.
Sellers are not refunded commission or payment service fees on partial refunds.
Sellers cannot issue a partial refund that is greater than 75% of the total order value.
All returns, regardless of payment method, are subject to the return policies as outlined above, and must be processed via the AbeBooks online system. Failure to process a refund for a returned item is strictly prohibited. All refunds must be issued via the same payment method originally used to pay for the order.
Sellers are also required to provide a refund in cases where an item is unclaimed, returned due to an incomplete address, returned to sender, or similar reason. Any seller found to have received returns for which no refund has been issued, and/or no resolution attempt made, is subject to suspension or termination of selling privileges.
Reporting a Missing Shipment:
When a return has been initiated by the buyer, it is the responsibility of the seller to report a missing shipment online if they don’t receive the item back within 28 days of initiation for domestic orders, or 77 days for international orders.
The timeline for reporting a Missing Shipment is as follows:
14 days after the return is initiated, the [Notify AbeBooks of Missing Shipment] button is available in the seller's Return screen.
At 21 days the seller will receive an e-mail reminder of the outstanding return.
For domestic orders, at 28 days the return will automatically complete if not already completed by the seller and if no missing shipment has been reported.
For international orders, at 77 days the return will automatically complete if not already completed by the seller and if no missing shipment has been reported.
When a missing shipment is reported, AbeBooks Customer Support will contact the buyer to ask for tracking information. If tracking information is not provided, the return is cancelled. We recommend that sellers wait at least 21 days before notifying AbeBooks of a missing shipment in order to allow the book adequate time to arrive.
Return Dispute Resolution:
All return disputes are to be handled between the seller and buyer. Returns should be processed online once a resolution is reached. AbeBooks does not participate in dispute negotiations, but sellers must act in accordance with all AbeBooks policies, guidelines, and the Seller Agreement, or risk termination of selling privileges from the AbeBooks websites.
Shipping terms
no insurancd ofher the THE USPS $50 inless requested and paid by buyer