Know Your Customer

Name: Know Your Customer
SKU: cc1d6f3625c4eb671d76b6ebf3f6f544
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Bol * Integrates customer value and satisfaction into a comprehensive systematic measurement process called customer value determination. * Discusses predictions of future changes in customer value and satisfaction. * Explores actual company experiences which illustrate measurement techniques. 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. Intended for business students and managers who want to become more customer-oriented, this book focuses on helping managers develop information skills for understanding customers' perceptions of value and satisfaction.

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* Integrates customer value and satisfaction into a comprehensive systematic measurement process called customer value determination. * Discusses predictions of future changes in customer value and satisfaction. * Explores actual company experiences which illustrate measurement techniques. 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. Intended for business students and managers who want to become more customer-oriented, this book focuses on helping managers develop information skills for understanding customers' perceptions of value and satisfaction.

Lees meer