Normal view MARC view ISBD view

Allen, Derek R.

Customer Satisfaction Research Management : A Comprehensive Guide to Integrating Customer Loyalty and Satisfaction Metrics in the Management of Complex Organizations. - 1 online resource (264 pages)

Intro -- Contents -- List of Figures -- Preface -- Acknowledgments -- 1 Customer Satisfaction, Retention, and Profitability -- 2 Tracking and Reporting Customer Satisfaction Metrics -- 3 Linking CSM to Management Incentives: Theoretical Foundation -- 4 Linking CSM to Management Incentives: Quantitative Approaches -- 5 Implementing Key-Driver Results -- 6 CRM and Customer Satisfaction -- 7 Linking Customer Satisfaction to Business Outcomes -- 8 Managing Global CSM Projects -- 9 Linking Customer Feedback to Business Processes -- 10 Creating and Managing Loyalty Segments -- Appendix A Customer Satisfaction Data Analysis Tips -- Appendix B Useful Statistical Tests for Customer Satisfaction Research -- Glossary -- References -- Index.

ISBN:

Subjects--Topical Terms:
Consumer satisfaction -- Research.
Customer loyalty -- Research.
Customer services -- Management -- Research.
Customer services -- Quality control -- Research.
Marketing research -- Management.

Index Terms--Genre/Form:
Electronic books.

LC Class. No.: HF5415.335 -- .A432 2004eb

Dewey Class. No.: 658.8/343