Strategic customer care an evolutionary approach to increasing customer value and profitability
How to successfully apply the principles of customer care in any companyMost 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...
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| Format: | Book |
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Toronto
John Wiley
1999
©1999 |
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| Online Access: | Click Here to View Status and Holdings. |
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Add Tag | Summary: | How to successfully apply the principles of customer care in any companyMost 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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| Physical Description: | xii, 305 pages illustrations 23 cm |
| Bibliography: | Includes bibliographical references and indexes |
| ISBN: | 0471643424 |
Customer marketing how to improve the profitability of your customer base