Michael D. Johnson

How to create value with all the customers in a portfolio, from the stronger relationships that increase profit margins to the weaker relationships that increase scale. Which would you rather have: a smaller, watertight bucket of loyal customers or a larger, leaky bucket of both loyal and not-so-loyal customers? In Customer Portfolio Management, Fred Selnes and Michael Johnson argue that for most companies and organizations the larger leaky bucket is more valuable. While loyal customers are generally more profitable, the weaker, or leaky, relationships in a portfolio provide scale economies and a source of future loyal customers. The basic principle behind customer portfolio management (CPM), they explain, is to view a company s market strategies as long-term investments in the strength of relationships over an entire portfolio of current and future customers. This book helps business leaders understand when and how much to focus on acquiring customers, how to defend and leverage those relationships, and how to convert some of these relationships into stronger, more profitable ones. The authors present an implementable framework for CPM that involves: (1) segmenting customers into strangers, acquaintances, friends and partners; (2) understanding the lifetime value, or revenues and costs over time, across relationship segments; and (3) determining when and how much to invest in customer acquisition, relationship defense, relationship leverage, and relationship conversion. Case studies and examples that include Amazon, Apple, IKEA, and dozens of other companies are used along the way to illustrate effective portfolio management principles and growth strategies.

A newborn baby cries. Once separated from the womb, the newborn's immediate desire is to find intimacy. There is no greater human intimacy than a mother's womb. That separation from intimacy defines us. We crave intimacy for the duration of our lives.We are finite. We are mortal. We want to belong. We want to be a part of a family, a community, a group, and a nation. We want to be defined as not just who we are but to whom we belong. That is our desire to be intimate.Human relationships are finite and all end in separation, either by choice or circumstance. Most of us seek to hold on to as many people as possible for the sake of feeling loved and giving love. Intimacy defines us. Ultimately, there is only one relationship that outlasts our mortality. That relationship is with our Creator. That relationship is timeless and endless and can only be described as being "intimate with the Infinite."This collection of poems reflects my growth in seeking intimacy with the Infinite. As a son, brother, grandson, husband, father, and grandfather, I have learned to appreciate the multiple layers of intimacy in the family. These are all important links that help define who I am. I depend upon these relationships to give me peace, direction, and encouragement. I am reminded, however, that only one person can give me all that I need eternally and forever. Those are redundant terms but serve to emphasize this pursuit as extending timelessly.Peruse this collection for a personal assessment of what the Holy Spirit will tell you about yourself and why eternal life is not about living forever. Instead, it is about knowing Christ intimately and infinitely.And this is life eternal, that they might know thee the only true God, and Jesus Christ, whom thou hast sent. (Jn 17:3)

Over the course of his four years at Marist College, Michael D. Johnson did more than find his place in the school's social structure. Through his experiences in student government, he was shaped as a person in ways that continue to affect his postgrad career.Eager to shed his identity as a shy high school senior from New Jersey, Michael arrived at college ready for transformation. He set his sights on the highest office possible: student body president. His personal storytelling delves into the emotional and rewarding pursuit and explores how he became a student leader. Though the events took place in the microcosm of a college campus, the lessons he learned proved valuable in later business experiences. Today Michael serves on the board of education in his hometown, a position he never would have considered without those critical college experiences.This profound memoir looks at the early years of leadership from a rare perspective--the fresh memories forged through the trials of student leadership--to guide others through the process of managing their own life stories by developing their leadership profiles. Johnson invites you to share in his story and begin your own leadership journey today

One-part self-help book and one-part coming of age story, "From the Classroom to the Boardroom: Memoirs of a Student Leader" follows the personal journey of Michael D. Johnson to become something more than a high school wallflower: a collegiate student body president. Pensive, instructive, and always positive, this book guides readers through the process of constructing their own "leadership profiles" as they fly through an undergraduate career at Marist College dotted with the political intrigue and turmoil of student governance. Share in Johnson's story and embrace your narrative; start your leadership journey today

Competing in a Service Economy is a hands-on guide to creating services, with illustrative examples from service-oriented companies including Disney, Ericsson, IKEA, National Association of Convenience Stores, Ritz Carlton, Scandinavian Airline Systems, Sterling Pulp Chemicals, and Telia Mobile. This practical resource for executives, general managers, and managers in marketing, operations, and human resources reveals how to gain a competitive advantage by creating and implementing a strategic plan that will ultimately improve their organization's services. Written by the authors of the best-selling book Improving Customer Satisfaction, Loyalty, and Profit, this important new book will help business professionals to think and plan strategically to dramatically improve services, service development, and service innovation within their organizations.

Diese Buch soll eine rigorose und gleichzeitig praktische Verst ndnishilfe sein, die dazu dient, den Kunden am Markt besser zu begreifen. Durch die Integration von Analyse und Anwendung hilft das Buch sowohl Studenten als auch Praktikern bei der Fokussierung auf den Kunden und dabei, diese Orientierung zur Verbesserung betriebswirtschaftlicher Entscheidungen zu nutzen.

A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.