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Strategic Customer Care: An Evolutionary Approach to Improving Customer Care and
Stock Photo: Cover May Be Different

Strategic Customer Care: An Evolutionary Approach to Improving Customer Care and Profitability Hardcover - 1999 - 1st Edition

by Brown, S.A

  • Used
  • Hardcover

Description

John Wiley and Sons, 1999. This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. Book contains pen & highlighter markings. In poor condition, suitable as a reading copy. Dust jacket in good condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,700grams, ISBN:9780471643425
Used: See description
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Details

  • Title Strategic Customer Care: An Evolutionary Approach to Improving Customer Care and Profitability
  • Author Brown, S.A
  • Binding Hardcover
  • Edition number 1st
  • Edition 1
  • Pages 320
  • Volumes 1
  • Language ENG
  • Publisher John Wiley and Sons, Toronto
  • Date 1999
  • Bookseller's Inventory # 8664436
  • ISBN 9780471643425 / 0471643424
  • Weight 1.31 lbs (0.59 kg)
  • Dimensions 9.67 x 6.36 x 0.92 in (24.56 x 16.15 x 2.34 cm)
  • Dewey Decimal Code 658.8

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From the publisher

Die meisten Unternehmen haben bereits die Bedeutung einer verbesserten Kundentbetreuung erkannt. Sie wissen, da sie ber die traditionellen Methoden hinausgehen und Kunden als wichtigen Aktivposten betrachten mssen, den es zu befriedigen und zu schtzen gilt. Jngste Untersuchungen haben jedoch ergeben, da nur etwa 6% der Unternehmen tatschlich begreifen, wie wichtig Kundenpflege ist oder wie sie wirkungsvoll umgesetzt werden kann. Dieser Band erklrt die drei Entwicklungsstufen der Kundenpflege und erlutert bewhrte Methoden, mit denen jedes Unternehmen einen hervorragenden Kundendienst aufbauen kann. Darber hinaus werden Tips und Hinweise gegeben, welche Fehler man unbedingt vermeiden sollte. Mit vielen positiven und negativen Beispielen von Firmen wie z.b. Sears, AT&T, FedEx und Kodak. Eine unverzichtbarer Leitfaden zur Verbesserung der Kundenbeziehung. (05/99)

First line

The first part of this book addresses the fundamental practices and skills that organizations must build upon in order to complete the evolutionary process toward Stage III customer care.

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About the author

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: Breakthrough Customer Service: Best 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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