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Sustaining Customer Care in a Rapidly Changing Business World: A Snapshot of Practices
- Authors:
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Publication Date:
September 2003
The rapid growth of information technology over the last few years—particularly in e-channels—has brought customer care and satisfaction front and center in the competitive struggle for profitability. This report, based on a survey of 60 corporate executives with "customer" in their job titles, attempts to gauge the fast-changing technologies and approaches taken in maximizing customer and, hence, corporate value.
Topics Covered:
- The New Business Frontier
- Customer Care Complexity
- Assessing Customers and Customer Relationship Management
- Customer Care Employees and Performance Recognition
- Methods of Operation and Service Challenges
Special Features:
- Summary of key findings
- Case studies of Southern California Edison; Monster; Swiss Army Brands, Inc.; Public Service Electric and Gas; UNUMProvident; Salt River Project; and New York City Transit
- Concluding observations
