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