{"product_id":"when-to-say-no-to-a-customer-profit-interdependencies-in-losing-business","title":"When to say 'no' to a customer","description":"\u003cp\u003eThis 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.\u003c\/p\u003e\u003cdiv class=\"aw-variant-hidden-subtitle-div\" id=\"aw-variant-subtitle-9783743998858\"\u003e\u003ch3\u003eProfit interdependencies in losing business\u003c\/h3\u003e\u003c\/div\u003e\u003cdiv class=\"aw-variant-hidden-subtitle-div\" id=\"aw-variant-subtitle-9783743998865\"\u003e\u003ch3\u003eProfit interdependencies in losing business\u003c\/h3\u003e\u003c\/div\u003e","brand":"Libri","offers":[{"title":"Softcover - 9783743998858","offer_id":39448000364637,"sku":"9783743998858","price":39.9,"currency_code":"EUR","in_stock":true},{"title":"Hardcover - 9783743998865","offer_id":39309121683549,"sku":"9783743998865","price":49.9,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0940\/0622\/files\/d823cd33-5250-47cf-a169-b3d891e844b0.jpg?v=1776833556","url":"https:\/\/shop.autorenwelt.de\/en\/products\/when-to-say-no-to-a-customer-profit-interdependencies-in-losing-business","provider":"Autorenwelt Shop","version":"1.0","type":"link"}