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Tom Breur combines Art & Science approach to data mining concepts. His abilities and visionary approach to data mining, the unique way of implementing models, are the most professional and advance we came across among many companies we are working with worldwide. He combines deep knowledge of customer behavior and has the ability to implement complex solutions and systems to get, keep and grow customers in a very competitive environment. Tom has the most pleasant personality and highest communicative skills.
With great respects
Dr. Ronit HaNegby
CEO
EASTAT ltd.

Whitepaper: "Satisfaction And Profitability"

Tom Breur
Loyalty World Conference, Terrapinn, 14 October 2004, London
Introduction

Most business people would agree that competitive pressures have increased tremendously in the past decades.
Whereas the post-war decades were characterised as a "producer's market", nowadays consumers are in control.
This change has been accompanied by a transition from quality movements in the 60's and 70's, to a focus on customer satisfaction in the 80's and 90's, now followed by awareness that customer loyalty is key to develop a sustainable business.
The emphasis on customer loyalty follows from the truism that acquiring new customers is oftentimes much more costly than retaining existing ones.
Customer loyalty is so important because of capitalisation on customer equity: continuing to serve profitable customers generates a reliable source of future revenues.
This forms the foundation for developing and growing a more profitable business, and hence the creation of Shareholder Value.

Contact
XLNT Consulting
Tom Breur, Principal

E-mail
tombreur@xlntconsulting.com

Telephone
+31-6-463 468 75

Address
Langestraat 8-03
5038 SE Tilburg
the Netherlands