An involving body of thought and practice

Customer care involves planning all activities in the customers supplier relationship

It is increasedly recognized that should customer expectation at any point in the supplier customer relationship not be met The extent to which the customer feels to satisfy depends upon the circumstances

The first rung on the ladder Represents an individual or an organization

Having done business at least once with the organization

Someone was done business with the marketers on a repeat basis

Someone who has done business with the marketer on a regular basis

The penultimate stage A customer who recommends the marketers organization to others

The highest rank of the ladder is represented Who is a customer who effective has the relationship of a strategic partner with the supplying organization

Perhaps the major reason for the growth in importance of customer care is the fact that customer expectation have changed over the years both in organizational and consumer context

Commitments to customer care should be reflected and enshrined in the overall corporate objectives and mission statements of the organization

This encompasses an appraisal of the internal external

It should include customer care elements

The actions again follows to promote its product or services to the target audience and achieve its goals It consists of four elements commonly known as 4p's

Overall objectives for customer care need to be translated into specific action

It goes without saying the effective customer care

Has been a major issue in competitive strategy in recent years

Does not necessary means simply high quality

Program developed by the marketing science institute

Report showing the roi and cash flows

Reports which COMPUTES the predicted consequence of each of several alternative

Examines POSSIBLE tactics for achieving strategic objectives

Report aim at predicted the BEST COMBINATION of strategies for the particular company

Emphasizes the task involved in servicing customers rather than customer needs

Emerge as a significant development in marketing

Focuses and maximizing benefits in an exchange between supplier and customer

Involves Multiple parties with shared goals

Integrates traditional marketing tools

Defined by a commitment to exceeding a customer expectation

Means an organization's marketing effort should be designed around a series of contacts with customer over time This means that more marketing people are involved

Essentially this involves rewarding customer financially for being loyal

Discomfort company personnel increasing the personal and social bonds with customer

It involves providing customers support in the form of expertise or equipment This provide helps to lock the customer into the supplier in another word this approach increases its switching cost for a customer