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Cementing Customer Relationships (Paperback) (H. James Harrington & Thomas H. Carmody)
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This book defines how 21st century technologies are changing the way companies interface with customers as well as discuss customer trend tools and the identification of future markets and new demand. It examines customer alignment tools and derivative models, customer engagement tools, and scorecards that create lasting relationships, customer retention, and data mining models.
This book explains the importance of value propositions and how to use them to identify issues and opportunities to close performance gaps. It discusses how to create key questions to address each opportunity, develop data packages to assist in answering key questions, and identify potential answers to key questions. Then, these potential answers can be used to create a comprehensive list of value propositions that should be used.