Strategic Customer Care : An Evolutionary Approach to Increasing Customer Value and Profitability

Rating:
Summary: Holistic guideline for managing customer service
Review: Brown introduces the reader step by step into the evolution an enterprise has to undergo in order to obtain customer loyalty. Backed up with comprehensive and clear exhibits, Brown offers with his book an excellence resource for each student as well as manager dealing with the topic of customer satisfaction and customer loyalty.

Rating:
Summary: Strategic Customer Care -- basic marketing with old fads
Review: The book rehashes various old fads and repeats some very basic marketing principles (such as the value of segmentation) that can be found in any basic marketing textbook. I could not find any new ideas in the book, which seems rather useless.