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More copies of this ISBN:Other titles in the University of Michigan Business School of Management series:Improving Customer Satisfaction, Loyalty, and Profitby Michael D. Johnson
Synopses & ReviewsBook News Annotation:Shows managers how to break down walls between the customer service
department and other organizational functions, find out what
customers want, and use the information to produce the kinds of goods
and services that will keep customers coming back, with a five-stage
process that establishes connections between marketing, sales,
product development, and customer service departments. Johnson
teaches business administration at the University of Michigan
Business School. Gustafsson teaches business economics at the Service
Research Center of Karlstad University, Sweden.
Annotation c. Book News, Inc., Portland, OR (booknews.com) Synopsis:Today most companies understand that customer satisfaction and loyalty are essential to their success. But few companies know how to link their customer's needs with their organization's processes to create the best customer experience possible. Instead, they erect walls between their customer service department and other organizational functions. Then they subcontract their customer satisfaction surveys to companies that don't understand their business. This book shows managers how to break down these walls and integrate these functions. It demonstrates how, by tying together their customer value chain to create a cohesive customer measurement and management system, companies can create both happy customers and the organizational know-how necessary to keep them happy. Synopsis:In this title the authors offer a five-stage process that links the key elements of customer satisfaction measurement with market strategy and product development for business success. It shows managers how to develop a good relationship with their customers. Synopsis:By helping mid-level managers assemble specific estimates of how increased quality and customer loyalty will impact the bottom line, their process allows upper-level managers to allocate the resources necessary to build a truly customer-oriented company. And by cementing the links between products, patrons, and profits, their book highlights the core competencies companies need to create both happy customers and the organizational know-how necessary to keep them happy. Description:Includes bibliographical references (p. 199-205) and index. Table of ContentsCreating a customer measurement and management system — Strategy and planning — Building the lens of the customer — Building the quality-satisfaction-loyalty survey — From data to information : analyzing quality, satisfaction, loyalty, and profit data — From information to decisions : priority setting and implementation. What Our Readers Are SayingBe the first to add a comment for a chance to win!Product Details
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