What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers: Satisfied Customers, Increased Revenue, Improved Profitability

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9780471641230: What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers: Satisfied Customers, Increased Revenue, Improved Profitability
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Based on extensive current research from the Coopers & Lybrand IDEAS study of over 1,800 North American companies, this superlative guide describes the various ways organizations reach out and touch customers and how they can improve the process behind this contact. Contains a detailed, four-step procedure which provides a formula for success. Features best practices of companies such as IBM, Hewlett Packard and 3M that have been successful in achieving performance improvement. Packed with checklists and action steps to create a top-notch customer focused improvement program.

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From the Inside Flap:

The best place to start process improvement is with the people who hold the fate of your company in their wallets... the customers. High-performing companies obtain positive results—revenue growth, increased customer satisfaction, and improved profitability—by beginning their process improvement with the most vital processes of all...those that "touch their customers." From customer order fulfillment, billing, and complaint systems to account management and sales force management, What Customers Value Most focuses on the many ways organizations reach out and touch their customers, and explores exactly how they can improve the processes behind this contact. This practical book focuses on activities that can and should be undertaken within your organization in order to become What Customers Value Most—a company that is easy to do business with.

  • Features case studies— the best practices of organizations successful in achieving performance improvement.
  • Based on extensive current research —the Coopers & Lybrand IDEAS study of over 1,800 companies throughout North America.
  • Provides a formula for success—a detailed four-step process for improvement.
  • Contains checklists and action steps to create a top-notch customer-focused performance improvement program.
The classic "slash-and-burn" reengineering of decreasing costs, cutting the fat, downsizing, and outsourcing provides only a temporary advantage in the marketplace. But focusing process improvement on What Customers Value Most results in lasting business transformation: satisfied customers, increased revenue, and improved profitability.

About the Author:

STANLEY A. BROWN is the Leader of the PricewaterhouseCoopers Centre of Excellence in Customer Care. 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 service, and writes regularly for newsletters and magazines, including Sales and Marketing Management and ICSA News. He is the author of Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability (Wiley, 1999), Breakthrough Customer Service: Best Practices of Leaders in Customer Support (Wiley, 1997), Total Quality Service, and Creating the Service Culture.

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