Customer Satisfaction Research Management
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Author | : Derek R. Allen |
Publisher | : Quality Press |
Total Pages | : 265 |
Release | : 2004-02-11 |
Genre | : Business & Economics |
ISBN | : 0873893352 |
Download Customer Satisfaction Research Management Book in PDF, Epub and Kindle
Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment. "This book will prove an invaluable resource for research managers charged with developing and implementing customer satisfaction research programs for their organization." Albrecht (Al) Grabenstein First Vice President, Corporate Marketing Comerica "This book describes with outstanding examples how insights gained from deep analysis of customer satisfaction research results can be used to create successful customer relationship marketing strategies and to design effective business processes which improve both customer satisfaction and business results." Lyle Kan Senior Vice President, Performance Management Countrywide Home Loans "Derek Allen offers managers of customer retention programs the tools necessary for the implementation and management of a successful program Managers whose companies have customer relationship management systems in place will also find the discussions on CRM, marketing research, and customer satisfaction very useful." Manuel Gutierrez Director of Market Research Kohler Co.
Author | : Derek R. Allen |
Publisher | : |
Total Pages | : 0 |
Release | : 2004 |
Genre | : Consumer satisfaction |
ISBN | : 9780873895934 |
Download Customer Satisfaction Research Management Book in PDF, Epub and Kindle
Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment. Preview a sample chapter from this book along with the full table of contents by clicking here. You will need Adobe Acrobat to.
Author | : Michael Johnson & Andres Gustafsson |
Publisher | : John Wiley & Sons |
Total Pages | : 240 |
Release | : 2006-09 |
Genre | : |
ISBN | : 9788126509393 |
Download Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System Book in PDF, Epub and Kindle
Author | : Evangelos Grigoroudis |
Publisher | : Springer Science & Business Media |
Total Pages | : 319 |
Release | : 2009-11-07 |
Genre | : Business & Economics |
ISBN | : 1441916407 |
Download Customer Satisfaction Evaluation Book in PDF, Epub and Kindle
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Author | : Evangelos Grigoroudis |
Publisher | : Springer |
Total Pages | : 0 |
Release | : 2012-02-25 |
Genre | : Business & Economics |
ISBN | : 9781461425021 |
Download Customer Satisfaction Evaluation Book in PDF, Epub and Kindle
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Author | : Paul Szwarc |
Publisher | : Kogan Page Publishers |
Total Pages | : 276 |
Release | : 2005 |
Genre | : Business & Economics |
ISBN | : 9780749443368 |
Download Researching Customer Satisfaction & Loyalty Book in PDF, Epub and Kindle
It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research.
Author | : Allen |
Publisher | : |
Total Pages | : |
Release | : |
Genre | : |
ISBN | : 9788129711342 |
Download Customer Satisfaction Research Management Book in PDF, Epub and Kindle
Author | : Nigel Hill |
Publisher | : Routledge |
Total Pages | : 349 |
Release | : 2017-03-02 |
Genre | : Business & Economics |
ISBN | : 1351888552 |
Download The Handbook of Customer Satisfaction and Loyalty Measurement Book in PDF, Epub and Kindle
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
Author | : Nigel Hill |
Publisher | : The Leadership Factor |
Total Pages | : 322 |
Release | : 2007 |
Genre | : Consumer satisfaction |
ISBN | : 0955416116 |
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This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
Author | : Terry G. Vavra |
Publisher | : Quality Press |
Total Pages | : 509 |
Release | : 2001-09-25 |
Genre | : Business & Economics |
ISBN | : 0873898303 |
Download Improving Your Measurement of Customer Satisfaction Book in PDF, Epub and Kindle
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement