Customer relationship management concentrates to a great extent on the profitable customers and how to enhance their profitability. Little insight has been given on how to treat the "wrong" customer. This literature research paper shows that customer profitability and overall firm profitability can be improved when dealing with unprofitable customers. The managerial approaches discussed focus on maintaining the customer relationship. For this reason, this paper differs from the general widespread strategy of termination or "firing" an invaluable customer. First, relationship marketing and "Relationship U-turn" are introduced in this paper. Second, customer value and methods of measuring customer value are discussed. The body of this paper concentrates on different approaches that try to turn unprofitable customer relationships into profitable ones. Some of the approaches focus on letting the customer take over more of the value chain activities such as self-service. Other approaches look more at the non-monetary value a customer can provide such as positive word-of-mouth. Examples from business-to-business (B2B) and business-to-consumer (B2C) markets are given for each approach and discussed in detail. The paper concludes with ideas for future research and a discussion. It emphasizes that companies need to realize that every customer is an asset that contributes to the value of a firm. However, customers differ in their needs and a company has to tailor its offering to meet these needs. Only when a company takes a more customer-centric view can it be successful, especially in mature markets.

"The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." -From Chapter 1 of Build Your Customer Strategy Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships spells out how to create profitable and lasting customer relationships. It demystifies creating the great customer experience-something that everyone seems to be talking about these days-by showing you how to approach "experience" in ways your competitors haven't even thought of. Praise for Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships "Jim Barnes has written a down-to-earth, highly readable book that takes you through real examples with concrete ideas you can use today. Fact is, customers are the only source of revenue, and Jim will help your company build the strategy to grow the value of each customer to your firm, by making sure your firm becomes more valuable to each customer." -Don Peppers and Martha Rogers, PhD coauthors, The One to One Future and Return on Customer "Jim Barnes is in a class by himself as a guru who truly understands customer relationships from the customer's point of view. Read Build Your Customer Strategy when you're ready to move past slogans and technology-based CRM projects to create real customer equity and long-term profitability." -Bob Thompson, CEO CustomerThink Corp., and founder, CRMGuru.com "Build Your Customer Strategy is the book for leaders committed to creating genuine connections with clients. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants-the ones who bring their family and friends." -Anne Lockie, Executive Vice President, Sales Canadian Personal and Business Clients, RBC Royal Bank "Excellent reading. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Insightful and very educational." -Stephen Foster, Senior Vice President, Operations Starwood Hotels & Resorts Worldwide, Inc.

Most standard books on marketing area have been written by American authors. Though there are a number of books on Sales and Distribution Management by Indian authors as well, these books do not present the Indian conditions in the right perspective. Indian students studying management require books which deal with the changing profile of Indian buyers and helps them understand their perceptions and motivations as also the factors that influence the decisions made by Indian consumers.The book offers a practical approach to Sales and Distribution Management and gives a comprehensive, easy-to-read and enjoyable treatment to the subject matter for students of Sales and Distribution Management. It includes more than 500 live examples and 30 Case Studies from Indian marketing environment and provides sufficient food for thought to students to develop themselves as Result oriented marketers of the future.

The renowned success coach reveals the three fundamental principles for building wealth in this practical and inspirational guide. Making a lot of money is easy—once you know how. This is the reason the rich tend to get richer. When you have this knowledge and put it into action, your financial destiny isn’t simply left to chance. In Self-Made, renowned success coach Brian Koslow teaches you how to make powerful choices that lead to greater profits. You’ll learn how to maintain a “Wealth Mind-Set,” build “Mutually Advantageous Relationships,” and develop “Millionaire Skills.” Presented in an easy-to-read format with summaries, millionaire tips, and exercises, Self-Made is the ultimate study guide for success. By putting Brian’s advice into action, you will increase your effectiveness at creating wealth and finally control your financial destiny!

In only one month, you can acquire the skills, tools, and techniques that will help you turn more prospects into loyal customers, increase your sales, and derive greater enjoyment from the experience. Organized into daily lessons on critical sales strategies, 30 Days to Sales Success is your roadmap to making sales more comfortable, more fulfilling, and more rewarding. Regardless of what you are selling—a product, a service, an idea, or a new direction—you have to understand the value of your offering and share it in a way that convinces people to participate. However, much of the sales advice today centers on the salesperson, not the customer, and entails aggressive cold-calling and upselling techniques. It’s no wonder so many people dislike selling…and why so many people dislike being sold to. Luckily, there is another way—a path to customer-oriented sales, with a focus on value, service, and long-term relationships. Named “One of the Top 20 Sales Experts to Follow” by LinkedIn, Meridith Elliott Powell will equip you with critical strategies for sustainable, relationship-oriented sales success. First, you will gain a solid foundation in approaching sales—from preparing to meet your prospect for the first time, to better defining your selling style, to more effectively articulating the value you and your product or service add. Next, you will develop expertise in the sales call, perfecting your message, delivery, and listening skills. Finally, you will master the art of the follow-up, ensuring your customer’s satisfaction, earning more referrals, increasing your offerings, and continuing your discussions. By reading the lessons and completing the journaling prompts and action items each day, you will progressively improve your sales savvy so that by the end of the month, you will feel more confident in your abilities and your natural sales style, more passionate about your work, and more empowered to sell with intention and efficacy.

Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

'Online Marketing' provides a balance between theory & practice by recognising the advantages & drawbacks of doing business online. Supported by contemporary mini-cases, case studies & expert opinion from leading practitioners, this text covers: the changing online environment, online planning and more.

Performance is the key outcome of high morale, and the reason why it should be taken so seriously: with research gathered from some of the world's largest employee opinion databases and best academic centres, the authors lay out the morale-performance connection.

Who will benefit from this customer service book Invisible Profits: The Power of Exceptional Customer Service. Everyone who has any interaction with potential customers and clients and existing customers and clients will benefit from this valuable customer service book. In this complete guide to exceptional customer service you will learn: (a) How to know exactly what your customer expects - and how to give it to them every time. (b) How exceptional customer service generates exceptional profits- and how to train this concept to your customer service team (c) How to create a positive work environment that benefits customers and employees and generates profits (d) How to manage stressful situations more effectively- you'll even learn how to deal with difficult coworkers ! (e) How to recognize customers' signs and behaviors so that you can meet their needs before they even know what they are. (f) Key tactics that will instantly calm emotional customers so you can solve their problems productively. Customers leave happy and become lifelong, loyal purchasers. Here are just some employment positions within corporations and small businesses that will benefit from this book: customer service representatives, billing specialists, call centers, service professionals, service professional firms, retail stores, field service representatives, account managers, sales professionals, small business owners, technical and support personnel and managers who want customer service training in order to reinforce their skills and train their staff.

The second edition of this comprehensive guide introduces new marketing, advertising, sales and public relations techniques to the 1,500 proven ideas from the first edition. It adds dozens of new high-tech strategies required to stay one step ahead in today’s highly competitive global marketplace. Off- and online resources have been updated and new ones—including blogs and new websites—have been added.