Strategic customer care : an evolutionary approach to increasing customer value and profitability /
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| Author / Creator: | Brown, Stanley A., 1946- |
|---|---|
| Imprint: | New York ; Chichester : Wiley, c1999. |
| Description: | xiii, 305 p. : ill. ; 24 cm. |
| Language: | English |
| Subject: | |
| Format: | E-Resource Print Book |
| URL for this record: | http://pi.lib.uchicago.edu/1001/cat/bib/3909819 |
Table of Contents:
- Foreword
- Preface
- Acknowledgements
- Part 1. The Skills Needed Before You Start: The Five Foundation Pillars That Define Your Current and Future Stage of Evolution
- Chapter 1. The Stages in the Evolution of Customer Care
- Building the Foundation: Where Are You Right Now?
- The Stages of Evolution
- What Stage Are You In?
- Lessons Learned
- Chapter 2. Who Are Your Customers?: The Need for Customer Profiles
- Bulding the Foundation: Who Are My Customers and What Are Their Needs?
- In Which Supplier Category Do You Fall?
- The Significance of the Customer Profile: Why It Defines Your Stage
- Information Gathering Best Practices
- Lessons Learned
- Chapter 3. Segmentation: Some Customers Are More Important Than Others
- Building the Foundation: Not All Customers Are Created Equal
- The Importance of Customer Segmentation
- Getting Started: A Step-by-Step Guide to Segmentation Best Practices
- Lessons Learned
- Chapter 4. Focusing on Customer Needs Through the Voice of the Customer
- Building the Foundation: The Voice of the Customer (VOC) Interview and Summary
- Best Practices in Determining the VOC
- Using Your Data
- Lessons Learned
- Chapter 5. The Importance of Technology: A Key Enabler
- Building the Foundation: Choosing Your Technology Carefully
- The Role of Technology: Matching It to Your Stage of Evolution
- A Step-by-Step Approach to Technology Investments
- Tools for Success
- Lessons Learned
- Chapter 6. Staged Customer Management
- Building the Foundation: Customer Management Must Fit the Stage
- A Staged Perspective on Customer Management Practices
- Customer Complaint Management
- Lessons Learned
- Part 2. The Route Map to Stage III Customer Care: The 12 Steps to Get You to Your Destination
- Chapter 7. Your Survival Strategy for the Future: Why the Route Map is Essential
- Using the Route Map: Perspectives on Strategic Customer Care
- How to Overcome Common Reasons for Failure
- A Fork in the Road Ahead-- Which Path Will You Choose?
- Lessons Learned
- Chapter 8. Bringing the Process to Life: The Importance of Alignment
- Using the Route Map: Aligning People and Process Steps
- Step 1: Management Alignment and Mobilization
- Step 2: Readiness Assessment: Is Everyone Ready for Change?
- Step 7: Management Call to Action-- Using Your Results to Build Your Team
- Step 10: Team Training
- Lessons Learned
- Chapter 9. How to Support the Process: The Tools and Practices Needed for Information Gathering
- Using the Route Map: Acquiring New Skills and Embracing New Technology
- Revisiting the Importance of Customer Loyalty and Retention
- Step 3: Customer Segmentation
- Step 4: Customer Profiling
- Step 6: Gap Analysis
- Lessons Learned
- Chapter 10. Action Planning: Building the Plan with Tools and Practices in Place
- Using the Route Map: Time for Action
- Step 8: Building Your Strategic Action Plan
- Step 9: Customer Alignment
- Step 11: Developing an Implementation Plan
- Step 12: Performance Monitoring and Adjustment
- Lessons Learned
- Chapter 11. Destination: Success
- Part I. Building the Foundation
- Part II. Using the Route Map
- 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
