Manage your customers as assets to create profitable growth

摘要

The most successful companies today are driven by a combination of customers, processes and technology, states Stanley Brown, partner in charge, PricewaterhouseCoopers Centre of Excellence in Customer Satisfaction. That was one of the findings of the firm's seventh annual IDEAS study (innovative approaches to deliver excellence in total quality service and service excellence), which looks at best-practice customer care trends in both the public and private sectors. Brown discussed the implications of the most recent IDEAS research at the International Customer Service Association Annual Conference & Solutions Fair in Seattle, WA.