Strategic customer care : an evolutionary approach to increasing customer value and profitability / Stanley A. Brown.

Includes bibliographical references (p. [291]-297) and index.

Pt. 1. The skills needed before you start: the five foundation pillars that define your current and future stage of evolution. -- 1. The stages in the evolution of customer care -- 2. Who are your customers? The need for customer profiles -- 3. Segmentation: some customers are more important than others -- 4. Focusing on customer needs through the voice of the customer -- 5. The importance of technology: a key enabler -- 6. Staged customer management -- Pt. 2. The route map to stage III customer care: the 12 steps to get you to your destination -- 7. Your survival strategy for the future: why the route map is essential -- 8. Bringing the process to life: the importance of alignment -- 9. How to support the process: the tools and practices needed for information gathering -- 10. Action planning: building the plan with tools and practices in place -- 11. Destination: success -- Appendix A: Syndicated research on customer satisfaction -- Appendix B: The project charter -- Appendix C: Sample readiness assessment -- Appendix D: The customer profile.