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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. 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. He builds on this base to discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs.
``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-Research & Consulting, 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 that improve both customer satisfaction and business result.``
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.
This special low-priced edition is for sale in India, Bangladesh, Bhutan, Maldives, Nepal, Myanmar, Pakistan and Sri Lanka only. ISBN - 9788122427974
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Pages : 264
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