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When to say 'no' to a customer

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This book summarizes the state-of-research on customer relationship termination and the profit interdependencies associated with it. Not all customer relationships are equally profitable for a firm. The question for managers becomes: What customer demands should a manager fulfil and when is it in the company¿s best interest to say ¿nö to a customer? Lena Stiehl structures the profit interdependencies of losing business as a consequence of denying a request or terminating a relationship and makes them accessible for quantification. Based on interviews with leading managers, she develops a decision framework that sheds light on the cost and revenue consequences associated with a customer¿s requests and the possible answers to it. She also derives a set of general decision heuristics to identify the customers an organisation can afford to lose and provides recommendations on the design of a management system that fosters financially rational decision-making. The book builds a bridge between research and practice of relationship termination.

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  • Sprog:
  • Engelsk
  • ISBN:
  • 9783743998865
  • Indbinding:
  • Hardback
  • Sideantal:
  • 368
  • Udgivet:
  • 4. december 2018
  • Udgave:
  • 18001
  • Størrelse:
  • 175x27x246 mm.
  • Vægt:
  • 878 g.
  • 2-3 uger.
  • 12. december 2024
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Beskrivelse af When to say 'no' to a customer

This book summarizes the state-of-research on customer relationship termination and the profit interdependencies associated with it. Not all customer relationships are equally profitable for a firm. The question for managers becomes: What customer demands should a manager fulfil and when is it in the company¿s best interest to say ¿nö to a customer? Lena Stiehl structures the profit interdependencies of losing business as a consequence of denying a request or terminating a relationship and makes them accessible for quantification. Based on interviews with leading managers, she develops a decision framework that sheds light on the cost and revenue consequences associated with a customer¿s requests and the possible answers to it. She also derives a set of general decision heuristics to identify the customers an organisation can afford to lose and provides recommendations on the design of a management system that fosters financially rational decision-making. The book builds a bridge between research and practice of relationship termination.

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