Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations
Title:
Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations
Author:
Allen, Derek R., 1959-
ISBN:
9780873895934
Personal Author:
Publication Information:
Milwaukee : ASQ Quality Press, c2004.
Physical Description:
xv, 248 p. : ill. ; 24 cm.
General Note:
"American Society for Quality."
Contents:
Customer satisfaction, retention, and profitability -- Tracking and reporting customer satisfaction metrics -- Linking CSM to management incentives : theoretical foundation -- Linking CSM to management incentives : quantitative approaches -- Implementing key driver results -- CRM and customer satisfaction -- Linking customer satisfaction to business outcomes -- Managing global customer satisfaction programs -- Linking customer feedback to business processes -- Creating and managing loyalty segments.
Added Corporate Author:
Electronic Access:
Table of contents http://www.loc.gov/catdir/toc/ecip0415/2004003921.html