Review
"At a time when the forces of globalization, restructuring, and volatile stock markets can result in companies losing perspective and focusing too much on internal issues, Stanley Brown is reminding us that customers are the lifeblood of every business. His analysis— supporting by 'best practice' examples of many leading ogranizations— underscores the importance of customer care for business survival."
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Robert T.E. Gillespie, Chairman and Chief Executive Officer, GE Canada "Strategic Customer Care provides the reader with an impressive array of specific examples and best practices that illustrates a step-by-step approach to customer care. I highly recommend this book as a valuable resource— which offers practical advice and guidance, along with checklists and tools— to move an organization along the customer care journey."
— Steve Hoisington, Program Director, IBM Rochester, AS/400 Quality and Customer Satisfaction, IBM
"This practical, step-by-step approach to building higher levels of customer care will help organaizations focus their resources on a key determination for success. Application of these principles will result in customer loyalty and business growth."
— Rob M. Griffin, President and CEO, CSA International
"Strategic Customer Care provides an important, overview of outcomes that will motivate organizations to prepare for the next milennium. It is futuristic, strategic and pragmatic, demonstrating the probable outcomes of reading, believing, and doing what is visualized for the achievement of strategic customer care."
— John Ramsey, Chairman, Milennium Task Force, Capital Health Authority
"Stanley Brown's new book moves customer care from rhetoric to reality. His case studies of best practice are on target for the 21st century manager. Strategic Customer Care provides an important roadmap to the future of strategic and value-added customer care."
— Leland L. Nichols, Ph.D., Dahlgren Professor/Program Director, Service Management Program, University of Wisconsin-Stout
"An innovative approach to improving customer relationships. All companies should understand what 'stage of customer care' they are in, and the actions they need to take to progress."
— Russ Olivier, Manager Reservations Business and Technology Planning, American Airlines, Inc.
From the Inside Flap
Where will your organization's survival and success begin? With differential 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 relationship with your most important customers. Strategic customer care is the key to achieving sustainable and profitable growth in your business.
The good news is that most organizations recognize the importance of improving customer care— the need to go beyond traditional customer service and to truly manage customers as assets. But the bad news is that only about 6% of organizations truly understand the essence of customer care or apply its principles effectively.
Strategic Customer Care explains the three stages in the evolution of customer care and provides a proven methodology that any company can use to achieve Stage III customer care— the most evolved and fully-integrated stage.
- Part 1 explains the three stages in the evolution of customer care— what's involved in the process and what factors come into play at each stage.
- Part 2 provides you with the tools and steps you will need to implement the cutting-edge customer care initiatives that will bring you into Stage III of the evolution.
- Based not on mere theory, but rather on the best practices of today's successful organizations.
- Shows how to identify where your own company stands in the customer care evolutionary process, and keeps you moving forward to where you want to be.
- Helps companies to determine the skills and technology they need to develop in order to become fully-evolved customer-focused organizations.
- Draws on extensive research collected from three primary sources: IDEAS '97, the seventh in a series of annual surveys designed to discover the best practices in customer care; the PricewaterhouseCoopers Customer Care Best Practices Database; and day-to-day client experiences.
Strategic Customer Care focuses on helping you and your organization survive the ever-changing corporate and commercial environment, equipping you with tools of customer care that will bring you into the 21st century, feet set firmly along the path of evolution.
