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Strategic Customer Care: An Evolutionary Approach to Improving Customer Care and Profitability: An Evolutionary Approach to Increasing Customer Value and Profitability

Strategic Customer Care: An Evolutionary Approach to Improving Customer Care and Profitability: An Evolutionary Approach to Increasing Customer Value and Profitability

by StanleyA.Brown (Author)

  • Used

    Hardcover 1999

    $5.62
Synopsis

How to successfully apply the principles of customer care in any company Most organizations today recognize the importance of improving customer care--the need to go beyond traditional customer service and truly manage customers as assets--but only about 6% apply its principles effectively. This book fully explains the three stages in the evolution of customer care. Readers will be guided through the process of acquiring customers, retaining them through segmentation and management of the relationship, and targeting their most significant marketing efforts to the most profitable segments. * Shows companies how to identify where they are in their own evolutionary process * Outlines successes and failures of companies, including Sears, CIBC, AT&T/Matrixx, Kodak, FedEx, and more

$5.62

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More Information

Format: Hardcover
 Pages: 320
 Edition: 1
 Publisher: Wiley
Published: 15 Jul 1999
ISBN 10: 0471643424
ISBN 13: 9780471643425

Media Reviews
At a time when the forces of globalization, restructuring, and volatile stock markets can result in companies losing perspective and focusing too much on internal issues, Stanley Brown is reminding us that customers are the lifeblood of every business. His analysis supporting by 'best practice' examples of many leading ogranizations underscores the importance of customer care for business survival. Robert T.E. Gillespie, Chairman and Chief Executive Officer, GE Canada Strategic Customer Care provides the reader with an impressive array of specific examples and best practices that illustrates a step-by-step approach to customer care. I highly recommend this book as a valuable resource which offers practical advice and guidance, along with checklists and tools to move an organization along the customer care journey. Steve Hoisington, Program Director, IBM Rochester, AS/400 Quality and Customer Satisfaction, IBM This practical, step-by-step approach to building higher levels of customer care will help organaizations focus their resources on a key determination for success. Application of these principles will result in customer loyalty and business growth. Rob M. Griffin, President and CEO, CSA International Strategic Customer Care provides an important, overview of outcomes that will motivate organizations to prepare for the next milennium. It is futuristic, strategic and pragmatic, demonstrating the probable outcomes of reading, believing, and doing what is visualized for the achievement of strategic customer care. John Ramsey, Chairman, Milennium Task Force, Capital Health Authority Stanley Brown's new book moves customer care from rhetoric to reality. His case studies of best practice are on target for the 21st century manager. Strategic Customer Care provides an important roadmap to the future of strategic and value-added customer care. Leland L. Nichols, Ph.D., Dahlgren Professor/Program Director, Service Management Program, University of Wisconsin-Stout An innovative approach to improving customer relationships. All companies should understand what 'stage of customer care' they are in, and the actions they need to take to progress. Russ Olivier, Manager Reservations Business and Technology Planning, American Airlines, Inc.
Author Bio
Stanley A. Brown is the Leader of the Pricewaterhouse Coopers International Centre of Excellence in Customer Care. Part of the Market and Customer Management Practice of Pricewaterhouse Coopers, the Centre works with organizations to enhance revenue and improve profitability through a focus on processes that touch the customer. He is a frequent speaker on the topic of customer care, and writes regularly for newsletters and magazines, including Sales and Marketing Management and ICSA News. He is the author of four previous books: Practices of Leaders in Customer Support (Wiley, 1997), What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers (Wiley, 1995), Total Quality Service, and Creating the Service Culture.