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Author
Allen, Danica R., 1959- author.
Title
Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / Derek R. Allen
Published
Milwaukee, Wisconsin : ASQ Quality Press, 2004
©2004
Click on the following:
ProQuest Ebook Central
Copies
Description
1 online resource (264 pages) : illustrations
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
Bibliography
Includes bibliographical references and index
Notes
Print version record
Subject
Consumer satisfaction -- Research
Customer loyalty -- Research
Customer services -- Quality control -- Research
Customer services -- Management -- Research
Marketing research -- Management
Consumer satisfaction -- Research
Marketing research -- Management
Form
Electronic book
Author
American Society for Quality.
ISBN
0873895932
9780873895934
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