Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability
Language: English
Published by Wiley, 1999
- Hardcover
- New
Seller: Poverty Hill Books, Mt. Prospect, IL, U.S.A.Poverty Hill Books
AbeBooks seller since May 13, 2008
Condition: New
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- Title
- Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability
- Author
- Stanley A. Brown
- Publisher
- Wiley
- Publication year
- 1999
- Condition
- New
- Binding
- Hardcover
- Language
- English
- ISBN 10
- 0471643424
- ISBN 13
- 9780471643425
- Item weight
- 21 ounces
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
"Synopsis" may belong to another edition of this title.
About the Author
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: Breakthrough Customer Service: Best 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.
"About the title" may belong to another edition of this title.
Poverty Hill Books
Mt. Prospect, IL, U.S.A.
AbeBooks seller since May 13, 2008
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Poverty Hill Books is a small independent book store located in Chicago, Illinois. We specialize in new/ used academic scholarly titles, hard to find and rare out-of-print books. We also have a good selection of fine art and photography books. Additionally, we stock most new/used current popular titles that may be of interest to our neighborhood customers. Located near the University of Chicago, we offer free book searches to our neighborhood and extend this service to our Internet customers as well. Please contact us with details of what you are looking for. We network with other Chicago area bookstores and may be able to find what you have been looking for.…
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Poverty Hill Books
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