A WHITE PAPER 5 TIPS FOR L E V ER AGING PROAC TIV E CUSTOMER CARE TO DELIVER AN E X T R AORDIN A RY CUS TOMER E X PERIENCETHE FOUNDATION OF AN EXCEPTIONAL CUSTOMER EXPERIENCE MANAGEMENT STRATEGY: PROACTIVE CUSTOMER CARE (PCC) Enterprises today are increasingly looking for ways to improve the overall customer experience while opening up new opportunities to positively increase competitive differentiation. One of the best ways organizations can do this is not only responding to their customers when a need arises, but being one step ahead. The concept of Proactive Customer Care (PCC) — when sales or service-related communications are initiated by a company to its customers to inform, remind or drive appropriate actions in an attempt to improve customers’ quality of life — i

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