Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and ProfitabilityISBN: 978-0-471-64342-5
Hardcover
321 pages
February 2000
 This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.
|
||||||
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
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
Related Titles
More By This Author
General Management
.png){kind=small}
Join An E-mail ListLearn about the latest products, events, offers and content. |
