Title: Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and
Profitability
Author: Stanley A. Brown
Publisher: John Wiley & Sons, 1999
ISBN: 0-471-64342-4
Reviewer: Carol Parenzan Smalley, Site Editor, SearchCRM.com
Strategic Customer Care offers three evolutionary stages of customer care, from business
basics to the technology tools you will need to implement cutting-edge customer care initiatives.
Written by Stanley A. Brown, Leader, PricewaterhouseCoopers International Centre of Excellence in
Customer Care, this book is overflowing with case studies and lessons learned by those who have
implemented the ideas outlined in Brown's book. Perhaps of most importance to the registered users
of SearchCRM.com are the chapter on the importance of technology and his 12 steps to reach the
final destination of Stage III customer care. Included in the appendix are a readiness assessment,
an outline for customer profiling, and an extensive reading list. We found this book to be a good
guide for the IT project manager who is initiating a CRM project. Additionally, the integration of
company stories with the guidelines presented by Brown provide a balance with what needs to be done
and how other companies approached their customer-centric projects.
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This was first published in September 2000
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