Managing Customers Through Economic Cycles

Whether you are a global Fortune 500 organization or a smallbusiness Managing Customers Through Economic Cycles show youhow to optimize your business′s sales and marketing approachesspecific to survive and thrive in each economic cycle andtransition.

"The business case for continuing to invest in service andinnovation can be compromised by an economic downturn. McKeanclearly lays out the case for weathering the economic storm byachieving a careful balance of investment in the areas that trulymatter and continually using data to reinforce the ideathat business can be more science than art, after all."
Barbara Higgins, Vice–President, Worldwide ContactCenters, United Airlines

"John McKean′s work has served as practical guide for me and myteammates. I have seen countless examples of businesses managingtheir customers experience with a short term economic view.If the right principles are employed consistently, as John teachesus, we can create the right emotional experience that deliversgrowth and loyalty as well as the improved operatingleverage that are needed in good times and in tough times.Consistency of values and experiences keeps companies from havingto be reactionary and short sighted in a down economy. Thanks,John, for another practical lesson."
John Quinn, former Customer Service and SupportExecutive, Bank of America

"In good times and bad, forecasting where business is headed isboth art and science. As John McKean so eloquently states, marryingdata driven analytics with consumer insight is critical formanaging through tough economic cycles. This book is a must readfor anyone intent on driving greater profitability and consistentlyout–behaving the competition."
Joni Newkirk, CEO, Integrated Insight, Inc., formerSVP, Business Insight & Improvement, Walt Disney Parks &Resorts

"John McKean continues his pursuit of the profitable customerthrough the turbulent world of boom and bust. His book providesvaluable insights into how businesses survive and thrive in avolatile economic climate."
Trevor Dukes, Business Systems, WH Smith

"The rise of customer power coupled with challenging economicconditions demand that organizations leverage the power of theInternet and related technologies to stay relevant to theircustomers. As John McKean points out in his compelling new book,successful firms have built a core competency in leveraginginformation technology not only to survive economic transitions butthrive in an ever–changing economy."
Erik Brynjolfsson, Professor, MIT Sloan Schooland co–author of Wired for Innovation: How InformationTechnology is Reshaping the Economy

"It would be hard to name a more relevant or timely topic forsales and marketing today than that of how to cope with economicdownturns and upturns, and this is exactly the subject John McKeanhas insightfully tackled head–on in Managing Customers ThroughEconomic Cycles."
Don Peppers and Martha Rogers, Ph.D., Peppers &Rogers Group

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