Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability - Couverture rigide

Brown, Stanley A.

 
9780471643425: Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability
Couverture rigide
ISBN 10 : 0471643424 ISBN 13 : 9780471643425
Editeur : John Wiley & Sons Inc, 1999

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

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À propos de l?auteur

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.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
John Wiley & Sons Inc
Date d'édition
1999
Langue
anglais
ISBN 10 
0471643424
ISBN 13 
9780471643425
Reliure
Relié
Nombre de pages
320
Coordonnées du fabricant
non disponible
Personne responsable
non disponible