Strategic customer care : an evolutionary approach to increasing customer value and profitability / Stanley A. Brown

Includes bibliographical references (pages 291-297) and index

Foreword -- Preface -- Acknowledgements -- pt. 1. The skills needed before you start: the five foundation pillars that define your current and future stage of evolution. Ch. 1. The stages in the evolution of customer care ; Ch. 2. Who are your customers? The need for customer profiles ; Ch. 3. Segmentation: some customers are more important than others ; Ch. 4. Focusing on customer needs through the voice of the customer ; Ch. 5. The importance of technology: a key enabler ; Ch. 6. Staged customer management -- pt. 2. The route map to stage III customer care: the 12 steps to get you to your destination. Ch. 7. Your survival strategy for the future: why the route map is essential ; Ch. 8. Bringing the process to life: the importance of alignment ; Ch. 9. How to support the process: the tools and practices needed for information gathering ; Ch. 10. Action planning: building the plan with tools and practices in place ; Ch. 11. Destination: success -- 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

"Where will your organization's survival and success begin? With differentiated service for your most valuable customers. But how do you get there? Where do you start? How do you identify your most valuable customers? And once you know who they are, how do you determine the service you'd like to give them - service that keeps them with you for the long haul?" "The answers lie in Strategic Customer Care, a proven approach to recognize and build value into your relationships with your most important customers. Strategic customer care is the key to achieving sustainable and profitable growth in your business."--Jacket