The Customer Care Fellows program recognizes thought-leaders in Customer Care and provides them with opportunities for advanced research and program development
Customer Care Fellows are a special group of experts who work with the Institute on developing new tools and techniques to assist Customer Care Professionals with improving the delivery of Customer Care.
Frederick C. Van Bennekom, Ph.D.
Dr. Frederick C. Van Bennekom is an author, lecturer and instructor on service management. He helps organizations increase their effectiveness by utilizing customer feedback. He teaches survey research practices based on the principles in his book, Customer Surveying: A Guidebook for Service Managers, published by the Customer Service Press.
Fred has conducted many survey programs for organizations to measure product and service quality and then applied the findings to improve customer retention. He provides hands-on mentorship to people on how to develop better survey questionnaires and survey programs.
Fred’s business practice also has a special focus on the strategic linkage between customer support and product engineering. Fred co-authored a major research report, Problem Prevention Through Design for Supportability: Gaining Competitive Advantage from Customer Support, with Keith Goffin of Cranfield Management School in England. Their work shows how companies can deliver lower Total Cost of Ownership and a higher Total Net Benefit of Ownership through product design practices that explicitly incorporate lessons from the product use and support period of the product life cycle.
Additionally, Fred teaches operations management and service management courses in the Executive MBA program at Northeastern University and in Harvard University's Certificate in Management program.
Prior to his consulting and academic career, Fred served ten years as an information systems consultant for Digital Equipment Corporation's Customer Service organization developing management reporting systems for field management.
He received his A.B. from Bowdoin College and his masters and doctoral degrees from Boston University's School of Management. Fred has published in both industry and academic journals and is a frequent speaker at industry conferences worldwide.
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