Strategic Customer Care : An Evolutionary Approach to Increasing Customer Value and Profitability

Author: Stanley A. Brown
List Price: $34.95
Our Price: Click to see the latest and low price
ISBN: 0471643424
Publisher: John Wiley & Sons (14 May, 1999)
Sales Rank: 70,048
Average Customer Rating: 3 out of 5

Customer Reviews

Rating: 1 out of 5
Strategic Customer Care -- basic marketing with old fads
The book rehashes various old fads and repeats some very basic marketing principles (such as the value of segmentation) that can be found in any basic marketing textbook. I could not find any new ideas in the book, which seems rather useless.

Rating: 5 out of 5
Holistic guideline for managing customer service
Brown introduces the reader step by step into the evolution an enterprise has to undergo in order to obtain customer loyalty. Backed up with comprehensive and clear exhibits, Brown offers with his book an excellence resource for each student as well as manager dealing with the topic of customer satisfaction and customer loyalty.

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