Product Description

This text presents a comprehensive and forward-looking view of late-20th century customer care practices as they pertain to the elements of process, technology and content.

Product Details

• Amazon Sales Rank: #1249521 in Books
• Published on: 1998-01
• Original language: English
• Binding: Hardcover
• 265 pages

Rohit Ramaswamy, Ph.D., President, Service Design Solutions. Author Design and Management of Service Processes, Addison-Wesley, 1996
Cusack's book is a timely and detailed introduction to the world of emerging technologies in customer care, and will be a valuable resource to any organization attempting to set up world-class customer care operations today.

Margaret Molloy, Vice President, Marketing, Telecom Ireland
This inspiring book is a must read for every employee in any enterprise that truly strives to harness customer care as a competitive differentiator.

Michael Goodman, Ph.D., Director, MA Program in Organizational and Corporate Communication, FDU and Associate Editor IEEE Transactions on Professional Communication
Online Customer Care is a thoughtful, thorough, and valuable guide to leveraging technology for world-class interaction with your customers. Cusack sets the benchmark, and his book offers an "expert system" for your business.

Customer Reviews

Must reading for anyone concerned with customer lock-in
Online Customer Care is a rich compendium of important insights into people, technologies, and trends affecting businesses who recognize that it costs us 10 times more to win new customers than to retain the ones we already have. Cusack writes clearly, and from experience. His careful analysis of the myriad technologies, human-factors, and trends affecting an organization's ability to automate relationships through quick and relevant solutions should be on the desktop of every CEO who understands "it's where the revenue comes from."

Must reading for anyone concerned with customer lock-in
Online Customer Care is a rich compendium of important insights into people, technologies, and trends affecting businesses who recognize that it costs us 10 times more to win new customers than to retain the ones we already have. Cusack writes clearly, and from experience. His careful analysis of the myriad technologies, human-factors, and trends affecting an organization's ability to automate relationships through quick and relevant solutions should be on the desktop of every CEO who understands "it's where the revenue comes from."

CRM and Customer care
This book is a good reference for any CRM guru. The book is mentioning the importance of call center by focusing on three major titles these are: Customer satisfaction, market intelligence and reduced costs. The flow charts explain the flow of the data within a call center.