Download or read book Customer Satisfaction Research Management written by Derek R. Allen and published by Quality Press. This book was released on 2004-02-11 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Satisfaction Research Management written by Derek R. Allen and published by . This book was released on 2004 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Satisfaction Evaluation written by Evangelos Grigoroudis and published by Springer Science & Business Media. This book was released on 2009-11-07 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Satisfaction Research Management written by Allen and published by . This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Handbook of Customer Satisfaction and Loyalty Measurement written by Nigel Hill and published by Routledge. This book was released on 2017-03-02 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Improving Customer Satisfaction Loyalty And Profit An Integrated Measurement And Management System written by Michael Johnson & Andres Gustafsson and published by John Wiley & Sons. This book was released on 2006-09 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Satisfaction written by Nigel Hill and published by The Leadership Factor. This book was released on 2007 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Satisfaction Research Management written by R Allen Derek and published by . This book was released on with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Researching Customer Satisfaction Loyalty written by Paul Szwarc and published by Kogan Page Publishers. This book was released on 2005 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Satisfaction written by Craig Cochran and published by Paton Professional. This book was released on 2003 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers really think. They operate in a state of ignorant bliss, believing that if their customers were anything less than 100-percent satisfied they'd hear about it. Then they are shocked when their customer base erodes and their existence is threatened. The key to competitive advantage is proactively gauging customer perceptions and aggressively acting on the findings. The techniques for doing this don't have to be difficult, they just have to be timely and effective. This book explores a range of practical techniques for probing your customers' true level of satisfaction. Tools and specific instructions for use are described in detail, enabling the organization to get started immediately. The tools range from very basic to highly sophisticated, providing a path for organizations to follow as they progressively become more familiar with the unique drivers of customer satisfaction. This is the perfect reference for organizations that want to continually improve and outpace their competition. Contents What is Customer Satisfaction? Call Reports Field Reports Comment Cards Complaint Systems Quantitative Customer Surveys In Conclusion
Download or read book Managing Customer Trust Satisfaction and Loyalty through Information Communication Technologies written by Eid, Riyad and published by IGI Global. This book was released on 2013-03-31 with total page 427 pages. Available in PDF, EPUB and Kindle. Book excerpt: Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technologys involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.
Download or read book Beyond Customer Satisfaction to Customer Loyalty written by Keki R. Bhote and published by Amacom Books. This book was released on 1996 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is part of a series of AMA management briefings which provide concise reports on current trends for professionals. It considers the question of customer satisfaction and customer loyalty, showing how to maximize profitability.
Download or read book Analysis of Customer Satisfaction Data written by Derek R. Allen and published by Asq Press. This book was released on 2000-01-01 with total page 243 pages. Available in PDF, EPUB and Kindle. Book excerpt: As global competition increases, maintaining customer loyalty is more important than ever. Dissatisfied customers now have many options, with dozens of companies from around the world competing for their business. it is crucial for every organization to retain loyal customers by maintaining a high level of customer satisfaction. However, sustaining an environment conducive to customer satisfaction is a difficult task without a strong understanding of the data surrounding customer satisfaction surveys. This is the focus of Analysis of Customer Satisfaction Data, which clearly demonstrates how to interpret the data gathered in customer surveys while explaining how to use this information to improve overall customer satisfaction. Written by industry leaders with years of experience consulting top companies such as General Motors, Bank of America and Met Life, this book offers a step-by-step approach to customer loyalty research in an advanced yet understandable format. This book is a must read for anyone who is developing a customer satisfaction survey. - Richard Yorio Customer Satisfaction and Loyalty Manager Xerox Corporation.
Download or read book Improving Your Measurement of Customer Satisfaction written by Terry G. Vavra and published by . This book was released on 1997 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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. 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 (H0925).
Download or read book Customer Satisfaction Measurement and Management written by Earl Naumann and published by Thomson South-Western. This book was released on 1995 with total page 488 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the definitive resource on how to survive the ever-increasing levels of customer expectation and make the voice of your customer your biggest ally. Learn how to implement a customer satisfaction measurement and management program that permeates every level of your company, for becoming truly customer driven is essential for survival in the 21st century.
Download or read book Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution written by Silvestri, Cecilia and published by IGI Global. This book was released on 2019-11-15 with total page 389 pages. Available in PDF, EPUB and Kindle. Book excerpt: A well-planned marketing orientation strategy that keeps customers informed is the first step to building a long-term relationship with customers and providing them with appropriate incentives. The difficulty with providing a winning strategy in a highly competitive market, however, stems from responding to the specific needs of the customers. Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution is an essential reference source that links together three highly relevant topics in the business of modern economy—innovation, customer satisfaction, and sustainability—and analyzes their synergies. Featuring research on topics such as e-business, global business, and sustainable innovation, this book is ideally designed for business consultants, managers, customer service representatives, entrepreneurs, academicians, researchers, and students seeking coverage on directing sustainable companies.
Download or read book Improving Your Measurement of Customer Satisfaction written by Terry G. Vavra and published by Quality Press. This book was released on 2001-09-25 with total page 509 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
