Strategic Customer Care

Foreword
<p>Preface</p>
<p>Acknowledgements</p>
<p>PART ONE: THE SKILLS NEEDED BEFORE YOU START: THE FIVE FOUNDATION PILLARS THAT DEFINE YOUR CURRENT AND FUTURE STAGE OF EVOLUTION</p>
<p>Chapter 1: The Stages in the Evolution of Customer Care<br /> Building the Foundation: Where Are You Right Now?<br /> The Stages of Evolution<br /> What Stage Are You In?<br /> Lessons Learned</p>
<p>Chapter 2: Who Are Your Customers?: The Need for Customer Profiles<br /> Bulding the Foundation: Who Are My Customers and What Are Their Needs?<br /> In Which Supplier Category Do You Fall?<br /> The Significance of the Customer Profile: Why It Defines Your Stage<br /> Information Gathering Best Practices<br /> Lessons Learned</p>
<p>Chapter 3: Segmentation: Some Customers Are More Important Than Others<br /> Building the Foundation: Not All Customers Are Created Equal<br /> The Importance of Customer Segmentation<br /> Getting Started: A Step–by–Step Guide to Segmentation Best Practices<br /> Lessons Learned</p>
<p>Chapter 4: Focusing on Customer Needs Through the Voice of the Customer<br /> Building the Foundation: The Voice of the Customer (VOC) Interview and Summary<br /> Best Practices in Determining the VOC<br /> Using Your Data<br /> Lessons Learned</p>
<p>Chapter 5: The Importance of Technology: A Key Enabler<br /> Building the Foundation: Choosing Your Technology Carefully<br /> The Role of Technology: Matching It to Your Stage of Evolution<br /> A Step–by–Step Approach to Technology Investments<br /> Tools for Success<br /> Lessons Learned</p>
<p>Chapter 6: Staged Customer Management<br /> Building the Foundation: Customer Management Must Fit the Stage<br /> A Staged Perspective on Customer Management Practices<br /> Customer Complaint Management<br /> Lessons Learned</p>
<p>PART TWO: THE ROUTE MAP TO STAGE III CUSTOMER CARE: THE 12 STEPS TO GET YOU TO YOUR DESTINATION</p>
<p>Chapter 7: Your Survival Strategy for the Future: Why the Route Map is Essential<br /> Using the Route Map: Perspectives on Strategic Customer Care<br /> How to Overcome Common Reasons for Failure<br /> A Fork in the Road Ahead Which Path Will You Choose?<br /> Lessons Learned</p>
<p>Chapter 8: Bringing the Process to Life: The Importance of Alignment<br /> Using the Route Map: Aligning People and Process Steps<br /> Step 1: Management Alignment and Mobilization<br /> Step 2: Readiness Assessment: Is Everyone Ready for Change?<br /> Step 7: Management Call to Action Using Your Results to Build Your Team<br /> Step 10: Team Training<br /> Lessons Learned</p>
<p>Chapter 9: How to Support the Process: The Tools and Practices Needed for Information Gathering<br /> Using the Route Map: Acquiring New Skills and Embracing New Technology<br /> Revisiting the Importance of Customer Loyalty and Retention<br /> Step 3: Customer Segmentation<br /> Step 4: Customer Profiling<br /> Step 6: Gap Analysis<br /> Lessons Learned</p>
<p>Chapter 10: Action Planning: Building the Plan with Tools and Practices in Place<br /> Using the Route Map: Time for Action<br /> Step 8: Building Your Strategic Action Plan<br /> Step 9: Customer Alignment<br /> Step 11: Developing an Implementation Plan<br /> Step 12: Performance Monitoring and Adjustment<br /> Lessons Learned</p>
<p>Chapter 11: Destination: Success<br /> Part I: Building the Foundation<br /> Part II: Using the Route Map</p>
<p>Appendix A: Syndicated Research on Customer Satisfaction</p>
<p>Appendix B: The Project Charter</p>
<p>Appendix C: Sample Readiness Assessment</p>
<p>Appendix D: The Customer Profile</p>
<p>Recommended Reading List</p>
<p> Index</p>