Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations /

Détails bibliographiques
Cote:Libro Electrónico
Auteur principal: Allen, Danica R., 1959- (Auteur)
Collectivité auteur: American Society for Quality
Format: Électronique eBook
Langue:Inglés
Publié: Milwaukee, Wisconsin : ASQ Quality Press, 2004.
Sujets:
Consumer satisfaction > Research.
Customer loyalty > Research.
Customer services > Quality control > Research.
Customer services > Management > Research.
Marketing research > Management.
Consommateurs > Satisfaction > Recherche.
Consommateurs > Fidélité > Recherche.
Service à la clientèle > Gestion > Recherche.
Marketing > Recherche > Gestion.
Service à la clientèle > Qualité > Contrôle > Recherche.
Consumer satisfaction > Research
Marketing research > Management
Accès en ligne:Texto completo
Table des matières:
  • 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.

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