Know Your Customer New Approaches to Understanding Customer Value and Satisfaction
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9781557865533
ISBN:1557865531
Pub Date: 1996Publisher: Wiley & Sons, Incorporated, John Summary: To meet increasing competition and the increasing demands of customers, Woodruff and Gardial argue that businesses must redesign and improve information processes to help managers learn about customers and markets, and these processes must be linked to key customer value dimensions. Know Your Customer incorporates newer approaches to customer value measurement into an new, integrated information process called custom [read more]
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9781557865533
ISBN:
1557865531
Pub Date: 1996
Publisher: Wiley & Sons, Incorporated, John
To meet increasing competition and the increasing demands of customers, Woodruff and Gardial argue that businesses must redesign and improve information processes to help managers learn about customers and markets, and these processes must be linked to key customer value dimensions. Know Your Customer incorporates newer approaches to customer value measurement into an new, integrated information process called customer value determination, basing satisfaction measurement on the concept of value. Every step of customer value determination is discussed in depth, with guides to both qualitative and quantitative measurement techniques. The book also discusses applications of customer value determination to decisions across the entire organization, ranging from strategic to tactical.
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