Evolution of Customer Care by Stanley A. Brown
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Evolution of Customer Care
By Stanley A. Brown

The Evolution of Customer Care

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Format: Hardback

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Evolution of Customer Care by Stanley A. Brown

Book Description

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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Book Details

ISBN: 9780471643425
ISBN-10: 0471643424
Format: Hardback
(237mm x 161mm x 23mm)
Pages: 320
Imprint: John Wiley and Sons
Publisher: John Wiley and Sons Ltd
Publish Date: 15-Jul-1999
Country of Publication: Canada

Books By Author Stanley A. Brown

Performance-driven CRM by Stanley A. Brown Performance-driven CRM, Hardback (May 2002)

How to tell if--and how much--CRM is working in your firm Enthusiastically adopted by many firms as the way of the future, Customer Relationship Management is now facing its toughest challenge yet: the company evaluation. Measuring what gains CRM has made for your company, if any, is sound business.

» View all books by Stanley A. Brown


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Author Biography - Stanley A. Brown

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: 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.

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