Ability, to execute, 73–74
Absenteeism, 98–100
reducing, 99–100
Academic organization, 75–76
Accelerating growth, 25–27
Actual profit, True Profit vs., 9
Adequate performers, retention efforts on, 65
American Airlines reservations, 46–47
Anticipating demand, 115–118
Approach, to execute, 73–74
Benefit, 46
Business, zero- and low-margin, 35–37
Call center, 25
Canada, 71
Cave dwellers, 51
dealing with, 53–54
Champagne pyramid concept, 55–58
Commoditized procurement, 87–88
Compliance, 4
Consistency, 45
Convenience, 46
Cost center, concept of, 24–25
Costco, 32
Customer disservice, 46–47
Customer loyalty, in profitability, 29
Customer relationship management system (CRM), 135
Customer relationships, aspects to, 29
Customer retention ...
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