Allen, Derek R.,  1959- , <br/><br/>
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 
<br/><br/> ´American Society for Quality.´ 
<br/><br/>Incluye bibliografía. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>0873895932 9780873895934 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Mercadeo.--Investigaciones--Administración.<br/>Satisfacción del cliente.--Investigaciones.<br/>Servicio al cliente--Administración--Investigaciones.<br/>Servicio al cliente.--Control de calidad--Investigaciones.
<br/><br/><label>Dewey Class. No.: </label>658.8343  / A425c 2004