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Customer satisfaction research management: a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations
2004, ASQ Quality Press
in English
0873895932 9780873895934
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Book Details
Table of 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.
Edition Notes
"American Society for Quality."
Includes bibliographical references (p. 233-238) and index.
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