Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations /
Allen, Derek R., 1959- ,
Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / Derek R. Allen. - xv, 248 páginas : ilustraciones
´American Society for Quality.´
Incluye bibliografía.
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.
0873895932 9780873895934
Mercadeo.--Investigaciones--Administración.
Satisfacción del cliente.--Investigaciones.
Servicio al cliente--Administración--Investigaciones.
Servicio al cliente.--Control de calidad--Investigaciones.
658.8343 / A425c 2004
Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / Derek R. Allen. - xv, 248 páginas : ilustraciones
´American Society for Quality.´
Incluye bibliografía.
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.
0873895932 9780873895934
Mercadeo.--Investigaciones--Administración.
Satisfacción del cliente.--Investigaciones.
Servicio al cliente--Administración--Investigaciones.
Servicio al cliente.--Control de calidad--Investigaciones.
658.8343 / A425c 2004