Strategic customer care: an evolutionary approach to increasing customer value and profitability
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Toronto [u.a.]
Wiley Canada
1999
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XIII, 305 S. |
| ISBN: | 0471643424 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804127361813184512 |
|---|---|
| adam_text | CONTENTS
Foreword vi
Preface viii
Acknowledements xiv
PART ONE: THE SKILLS NEEDED BEFOREYOU START: THE FIVE
FOUNDATION PILLARS THAT DEFINE YOUR CURRENT AND
FUTURE STAGE OF EVOLUTION 3
Chapter 1: The Stages in the Evolution of Customer Care 7
Building the Foundation: Where Are You Right Now? 7
The Stages of Evolution 11
What Stage Are You In? 20
Lessons Learned 25
Chapter 2: Who Are Your Customers?
The Need For Customer Profiles 27
Building the Foundation: Who Are My Customers and
What Are Their Needs? 28
In Which Supplier Category Do You Fall? 31
The Significance of the Customer Profile:
Why It DefinesYour Stage 33
Information Gathering Best Practices 38
Lessons Learned 43
Chapter 3: Segmentation: Some Customers Are More
Important Than Others 45
Building the Foundation: Not All Customers
Are Created EquaL 48 J
The Importance of Customer Segmentation 50
Getting Started: A Step by Step Guide
to Segmentation Best Practices 64
Lessons Learned 69
iv STRATEGIC CUSTOMER CARE
Chapter 4: Focusing on Customer Needs Through the Voice of
the Customer 71
Building the Foundation: The Voice
of the Customer (VOC) Interview and Summary 75
Best Practices in Determining the VOC 75
Using Your Data 89
Lessons Learned 99
Chapter 5: The Importance of Technology: A Key Enabler 101
Building the Foundation: Choosing
Your Technology Carefully 102
The Role of Technology:Matching It to Your
Stageof Evolution 103
A Step by Step Approach to Technology Investments 109
Tools for Success 111
Lessons Learned 125
Chapter 6: Staged Customer Management 127
Building the Foundation: Customer Management Must
Fit the Stage 128
A Staged Perspective on Customer Management Practices 130
Customer Complaint Management 145
Lessons Learned 147
PART TWO: THE ROUTE MAP TO STAGE III CUSTOMER CARE:
THE 12 STEPS TO GET YOU TO YOUR DESTINATION 151
Chapter 7: Your Survival Strategy for the Future:
Why the Route Map is Essential 157
Using the Route Map: Perspectives on
Strategie Customer Care 157
How to Overcome Common Reasons for Failure 160
A Fork in the Road Ahead—Which Path Will You Choose? 165
Lessons Learned 174
Chapter 8: Bringing the Process to Life:
The importance of Alignment 177
Using the Route Map: Aligning People and Process Steps 177
Step 1: Management Alignment and Mobilization 182
Step 2: Readiness Assessment: Is Everyone
Ready for Change? 187
Step 7: Management Call to Action—Using Your
CONTENTS v
Results to Build Your Team 192
Step 10: Team Training 199
Lessons Learned 210
Chapter 9: How to Support the Process:
The Tools and Practices Needed for Information Gathering 213
Using the Route Map: Acquiring New Skills and
Embracing New Technology 213
Revisiting the Importance of Customer
Loyalty and Retention 215
Step 3: Customer Segmentation 219
Step 4: Customer Profiling 222
Step 6: Gap Analysis 230
Lessons Learned 234
Chapter 10: Action Planning: Building the Plan with Tools and
Practices in Place 237
Using the Route Map: Time for Action 237
Step 8: Building Your Strategie Action Plan 238
Step 9: Customer Alignment 250
Step 11: Developing an Implementation Plan 254
Step 12: Performance Monitoring and Adjustment 260
Lessons Learned 265
Chapter 11: Destination: Success 267
Part I: Building the Foundation 267
Part II: Using the Route Map 270
Appendix A: Syndicated Research on
Customer Satisfaction 275
Appendix B: The Project Charter 277
Appendix C: Sample Readiness Assessment 281
Appendix D: The Customer Profile 285
Reccommended Reading List 291
Index 298
|
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| illustrated | Not Illustrated |
| indexdate | 2024-07-09T18:32:08Z |
| institution | BVB |
| isbn | 0471643424 |
| language | English |
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| physical | XIII, 305 S. |
| publishDate | 1999 |
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| spelling | Brown, Stanley A. Verfasser aut Strategic customer care an evolutionary approach to increasing customer value and profitability Stanley A. Brown Toronto [u.a.] Wiley Canada 1999 XIII, 305 S. txt rdacontent n rdamedia nc rdacarrier Marketing relationnel Relations avec la clientèle Consumer satisfaction Customer relations Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s Beziehungsmanagement (DE-588)4326109-7 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008631941&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Brown, Stanley A. Strategic customer care an evolutionary approach to increasing customer value and profitability Marketing relationnel Relations avec la clientèle Consumer satisfaction Customer relations Kundenmanagement (DE-588)4236865-0 gnd Beziehungsmanagement (DE-588)4326109-7 gnd |
| subject_GND | (DE-588)4236865-0 (DE-588)4326109-7 |
| title | Strategic customer care an evolutionary approach to increasing customer value and profitability |
| title_auth | Strategic customer care an evolutionary approach to increasing customer value and profitability |
| title_exact_search | Strategic customer care an evolutionary approach to increasing customer value and profitability |
| title_full | Strategic customer care an evolutionary approach to increasing customer value and profitability Stanley A. Brown |
| title_fullStr | Strategic customer care an evolutionary approach to increasing customer value and profitability Stanley A. Brown |
| title_full_unstemmed | Strategic customer care an evolutionary approach to increasing customer value and profitability Stanley A. Brown |
| title_short | Strategic customer care |
| title_sort | strategic customer care an evolutionary approach to increasing customer value and profitability |
| title_sub | an evolutionary approach to increasing customer value and profitability |
| topic | Marketing relationnel Relations avec la clientèle Consumer satisfaction Customer relations Kundenmanagement (DE-588)4236865-0 gnd Beziehungsmanagement (DE-588)4326109-7 gnd |
| topic_facet | Marketing relationnel Relations avec la clientèle Consumer satisfaction Customer relations Kundenmanagement Beziehungsmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008631941&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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