Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and ProfitabilityISBN: 978-0-471-64342-5
Hardcover
320 pages
May 1999
This price is valid for United States. Change location to view local pricing and availability. ![]() This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 5-6 days delivery time. The book is not returnable.
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How to successfully apply the principles of customer care in any company
Most organizations today recognize the importance of improving customer carethe need to go beyond traditional customer service and truly manage customers as assetsbut 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

