Maximizing shareholder value through customers with Martha Rogers

Martha Rogers

Maximizing shareholder value through customers

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Highlights:
Fast forward to questions that interest you most.


• 00:42 I work for a customer service company. A longtime customer was unsatisfied with our services at present, so he took his business elsewhere. Since then we have made some changes, but how can we convince this customer to come back to our company and regain his trust?



• 02:00 In my organization, the needs of shareholders are often given priority over the needs of customers. What can we do to make sure customer loyalty and customer trust are given the same attention as shareholder value? Also, what impact does customer lifetime value have on the company value created for shareholders?

Related resources on customer value and shareholder value

• Read Peppers and Rogers latest book, Rules to Break & Laws to Follow.

• Learn to increase market share without damaging customer trust in this Peppers and Rogers expert response.

• Ask your own customer trust questions of Peppers and Rogers to be answered on an upcoming podcast.

• If you prefer to read rather than hear Peppers and Rogers' answers, visit SearchCRM.com's Ask the Expert pages:

  Ask the Expert: Customer equity: Long-term and short-term
  Ask the Expert: Building trust with customer strategy
  
  

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