Strategic customer care an evolutionary approach to increasing customer value and profitability

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...

Full description

Saved in:
Bibliographic Details
Main Author: Brown, Stanley A. 1946- (Author)
Format: Unknown
Published: Toronto John Wiley 1999
©1999
Subjects:
Relationship marketing
Customer relations
Online Access:Click Here to View Status and Holdings.
Tags: Add Tag
No Tags, Be the first to tag this record!

MARC

LEADER 00000n a2200000 a 4501
001 wils-194741
005 20211030142931
020 # # |a 0471643424  |q hardcover 
040 # # |a UiTM  |b eng  |c UiTM  |e rda 
090 0 0 |a HF5415.55  |b .B76 1999 
100 1 # |a Brown, Stanley A.  |c 1946-  |e author 
245 1 1 |a Strategic customer care  |b an evolutionary approach to increasing customer value and profitability  |c Stanley A. Brown 
264 # 1 |a Toronto  |b John Wiley  |c 1999 
264 # 1 |c ©1999 
300 # # |a xii, 305 pages  |b illustrations  |c 23 cm 
336 # # |a text  |2 rdacontent 
337 # # |a unmediated  |2 rdamedia 
338 # # |a volume  |2 rdacarrier 
504 # # |a Includes bibliographical references and indexes 
520 # # |a 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 
650 # 0 |a Relationship marketing 
650 # 0 |a Customer relations 
856 4 0 |z Click Here to View Status and Holdings.  |u https://opac.uitm.edu.my/opac/detailsPage/detailsHome.jsp?tid=194741 
964 # # |c BOK  |d 01 
998 # # |a 00264#1a002.8.2||00264#1b002.8.4||01264#1a002.8.2||01264#1b002.8.4||00300##a003.4.1||00300##b003.6.1||00300##c003.5.1||00520##a007.2||00520##b007.2|| 

Similar Items