Strategic customer care: an evolutionary approach to increasing customer value and profitability
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Toronto [u.a.]
Wiley Canada
1999
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XIII, 305 S. |
| ISBN: | 0471643424 |
Staff View
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV012700439 | ||
| 003 | DE-604 | ||
| 005 | 20031110 | ||
| 007 | t | ||
| 008 | 990803s1999 |||| 00||| eng d | ||
| 020 | |a 0471643424 |9 0-471-64342-4 | ||
| 035 | |a (OCoLC)264960800 | ||
| 035 | |a (DE-599)BVBBV012700439 | ||
| 040 | |a DE-604 |b ger |e rakddb | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-473 |a DE-739 |a DE-20 |a DE-384 |a DE-N2 |a DE-945 | ||
| 050 | 0 | |a HF5415.55B76 1999 | |
| 084 | |a QP 620 |0 (DE-625)141911: |2 rvk | ||
| 100 | 1 | |a Brown, Stanley A. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Strategic customer care |b an evolutionary approach to increasing customer value and profitability |c Stanley A. Brown |
| 264 | 1 | |a Toronto [u.a.] |b Wiley Canada |c 1999 | |
| 300 | |a XIII, 305 S. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Marketing relationnel | |
| 650 | 4 | |a Relations avec la clientèle | |
| 650 | 4 | |a Consumer satisfaction | |
| 650 | 4 | |a Customer relations | |
| 650 | 0 | 7 | |a Kundenmanagement |0 (DE-588)4236865-0 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Beziehungsmanagement |0 (DE-588)4326109-7 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Kundenmanagement |0 (DE-588)4236865-0 |D s |
| 689 | 0 | 1 | |a Beziehungsmanagement |0 (DE-588)4326109-7 |D s |
| 689 | 0 | |5 DE-604 | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u 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 |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-008631941 | ||
Record in the Search Index
| _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
|
| any_adam_object | 1 |
| author | Brown, Stanley A. |
| author_facet | Brown, Stanley A. |
| author_role | aut |
| author_sort | Brown, Stanley A. |
| author_variant | s a b sa sab |
| building | Verbundindex |
| bvnumber | BV012700439 |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.55B76 1999 |
| callnumber-search | HF5415.55B76 1999 |
| callnumber-sort | HF 45415.55 B76 41999 |
| callnumber-subject | HF - Commerce |
| classification_rvk | QP 620 |
| ctrlnum | (OCoLC)264960800 (DE-599)BVBBV012700439 |
| discipline | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01556nam a2200397 c 4500</leader><controlfield tag="001">BV012700439</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20031110 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">990803s1999 |||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0471643424</subfield><subfield code="9">0-471-64342-4</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)264960800</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV012700439</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rakddb</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-473</subfield><subfield code="a">DE-739</subfield><subfield code="a">DE-20</subfield><subfield code="a">DE-384</subfield><subfield code="a">DE-N2</subfield><subfield code="a">DE-945</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HF5415.55B76 1999</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 620</subfield><subfield code="0">(DE-625)141911:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Brown, Stanley A.</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Strategic customer care</subfield><subfield code="b">an evolutionary approach to increasing customer value and profitability</subfield><subfield code="c">Stanley A. Brown</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Toronto [u.a.]</subfield><subfield code="b">Wiley Canada</subfield><subfield code="c">1999</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XIII, 305 S.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Marketing relationnel</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Relations avec la clientèle</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Consumer satisfaction</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer relations</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Beziehungsmanagement</subfield><subfield code="0">(DE-588)4326109-7</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Beziehungsmanagement</subfield><subfield code="0">(DE-588)4326109-7</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">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</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-008631941</subfield></datafield></record></collection> |
| id | DE-604.BV012700439 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-09T18:32:08Z |
| institution | BVB |
| isbn | 0471643424 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-008631941 |
| oclc_num | 264960800 |
| open_access_boolean | |
| owner | DE-473 DE-BY-UBG DE-739 DE-20 DE-384 DE-N2 DE-945 |
| owner_facet | DE-473 DE-BY-UBG DE-739 DE-20 DE-384 DE-N2 DE-945 |
| physical | XIII, 305 S. |
| publishDate | 1999 |
| publishDateSearch | 1999 |
| publishDateSort | 1999 |
| publisher | Wiley Canada |
| record_format | marc |
| 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 |
| work_keys_str_mv | AT brownstanleya strategiccustomercareanevolutionaryapproachtoincreasingcustomervalueandprofitability |