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Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value
US $21.68
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Located in: Sparks, Nevada, United States
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eBay item number:282828845346
Item specifics
- Condition
- Publication Date
- 1999-07-15
- ISBN
- 9780471643425
- Book Title
- Strategic Customer Care : an Evolutionary Approach to Increasing Customer Value and Profitability
- Item Length
- 9.7in
- Publisher
- Wiley & Sons, Incorporated, John
- Publication Year
- 2000
- Format
- Hardcover
- Language
- English
- Item Height
- 0.9in
- Genre
- Business & Economics
- Topic
- Customer Relations
- Item Width
- 6.4in
- Item Weight
- 21 Oz
- Number of Pages
- 320 Pages
About this product
Product Information
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.
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0471643424
ISBN-13
9780471643425
eBay Product ID (ePID)
375475
Product Key Features
Book Title
Strategic Customer Care : an Evolutionary Approach to Increasing Customer Value and Profitability
Format
Hardcover
Language
English
Topic
Customer Relations
Publication Year
2000
Genre
Business & Economics
Number of Pages
320 Pages
Dimensions
Item Length
9.7in
Item Height
0.9in
Item Width
6.4in
Item Weight
21 Oz
Additional Product Features
Lc Classification Number
Hf5415.55.B76 1999
Reviews
"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.
Table of Content
Foreword Preface Acknowledgements PART ONE: THE SKILLS NEEDED BEFORE YOU START: THE FIVE FOUNDATION PILLARS THAT DEFINE YOUR CURRENT AND FUTURE STAGE OF EVOLUTION Chapter 1: The Stages in the Evolution of Customer Care Building the Foundation: Where Are You Right Now? The Stages of Evolution What Stage Are You In? Lessons Learned Chapter 2: Who Are Your Customers?: The Need for Customer Profiles Bulding the Foundation: Who Are My Customers and What Are Their Needs? In Which Supplier Category Do You Fall? The Significance of the Customer Profile: Why It Defines Your Stage Information Gathering Best Practices Lessons Learned Chapter 3: Segmentation: Some Customers Are More Important Than Others Building the Foundation: Not All Customers Are Created Equal The Importance of Customer Segmentation Getting Started: A Step-by-Step Guide to Segmentation Best Practices Lessons Learned Chapter 4: Focusing on Customer Needs Through the Voice of the Customer Building the Foundation: The Voice of the Customer (VOC) Interview and Summary Best Practices in Determining the VOC Using Your Data Lessons Learned Chapter 5: The Importance of Technology: A Key Enabler Building the Foundation: Choosing Your Technology Carefully The Role of Technology: Matching It to Your Stage of Evolution A Step-by-Step Approach to Technology Investments Tools for Success Lessons Learned Chapter 6: Staged Customer Management Building the Foundation: Customer Management Must Fit the Stage A Staged Perspective on Customer Management Practices Customer Complaint Management Lessons Learned PART TWO: THE ROUTE MAP TO STAGE III CUSTOMER CARE: THE 12 STEPS TO GET YOU TO YOUR DESTINATION Chapter 7: Your Survival Strategy for the Future: Why the Route Map is Essential Using the Route Map: Perspectives on Strategic Customer Care How to Overcome Common Reasons for Failure A Fork in the Road Ahead-- Which Path Will You Choose? Lessons Learned Chapter 8: Bringing the Process to Life: The Importance of Alignment Using the Route Map: Aligning People and Process Steps Step 1: Management Alignment and Mobilization Step 2: Readiness Assessment: Is Everyone Ready for Change? Step 7: Management Call to Action-- Using Your Results to Build Your Team Step 10: Team Training Lessons Learned Chapter 9: How to Support the Process: The Tools and Practices Needed for Information Gathering Using the Route Map: Acquiring New Skills and Embracing New Technology Revisiting the Importance of Customer Loyalty and Retention Step 3: Customer Segmentation Step 4: Customer Profiling Step 6: Gap Analysis Lessons Learned Chapter 10: Action Planning: Building the Plan with Tools and Practices in Place Using the Route Map: Time for Action Step 8: Building Your Strategic Action Plan Step 9: Customer Alignment Step 11: Developing an Implementation Plan Step 12: Performance Monitoring and Adjustment Lessons Learned Chapter 11: Destination: Success Part I: Building the Foundation Part II: Using the Route Map Appendix A: Syndicated Research on Customer Satisfaction Appendix B: The Project Charter Appendix C: Sample Readiness Assessment Appendix D: The Customer Profile Recommended Reading List Index
Copyright Date
1999
Dewey Decimal
658.8/12
Intended Audience
Trade
Dewey Edition
21
Illustrated
Yes
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:282828845346
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| Shipping and handling | To | Service | Delivery*See Delivery notes |
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| Free shipping | United States | Standard Shipping | Estimated between Fri, May 31 and Wed, Jun 5 to 43230 |
| US $5.50 | United States | Expedited Shipping | Estimated between Sat, Jun 1 and Thu, Jun 6 to 43230 |
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e***l (96)- Feedback left by buyer.
Past 6 months
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Super impressed with this seller! They had the best price by far for this book! Both the cost of the book and the shipping fee was far better than average! The book came exactly as described, it was well packaged and quite a bit earlier than expected! The seller was polite and replied quickly to my messages.
I’ll definitely make another purchase soon!
Thank you to the seller! Be safe and keep up the great work!
l***w (80)- Feedback left by buyer.
Past 6 months
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WONDERFUL book! Better than described, in just like new condition [not just good]. Packaged very carefully, shipped very securely. Great seller, would buy from again in a heartbeat! No communication occurred, but I imagine it would have been as good as the rest of their customer service. Very happy with purchase, thank you very much!
t***1 (87)- Feedback left by buyer.
Past month
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Excellent packaging, expedited shipping, great seller communication, and accurate photo representation. I'm very pleased to have received this graphic novel for a fair and competitive price. Brand new and sealed!! I would highly recommend and purchase from this reputable retailer again. Thank you 👍!
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