Strategic Customer Care: An Evolutionary Approach to Increasing...

Features

• Cover Type: Hard Cover with 320 pages
• Published by: Wiley May 12, 1999
• Written in: English
• ISBN 10 Number: 0471643424
• ISBN 13 Number: 978-0471643425
• Book Dimensions: 9.1 x 6.2 x 1.3 inches
• Weighs: 1.3 pounds

Product Review
"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.

Product Description
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

Reader Reviews
Brown introduces the reader step by step into the evolution an enterprise has to undergo in order to obtain customer loyalty. Backed up with comprehensive and clear exhibits, Brown offers with his book an excellence resource for each student as well as manager dealing with the topic of customer satisfaction and customer loyalty.