| Author: | Wilhelm, W. Rossello, B. |
| Title: | The care and feeding of customers |
| Journal: | Management Review
1997 : MAR, VOL. 86:3, p. 19-23 |
| Index terms: | |
| Freeterms: | KUNDE, KUNDENDIENST, MARKETINGSTRATEGIE |
| Language: | eng |
| Abstract: | Does your company regard customer service and customer care as avenues through which to enhance relationships with customers? Or is customer service viewed more as an obligation and a necessary evil that generates few real business benefits? Some companies just seem to fall on the right side of the customer care continuum. Three such companies, USAA, Mercedes-Benz and Sun Express are profiled in this article. |
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