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

"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.