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Sustaining Customer Care in a Rapidly Changing Business World: A Snapshot of Practices

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






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