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Know Your Customer

Robert B. Woodruff

  • Bindwijze: Paperback
  • Taal: en
  • Categorie: Managementboeken
  • ISBN: 9781557865533
New Approaches to Understanding Customer Value and Satisfaction
Inhoud
Taal:en
Bindwijze:Paperback
Oorspronkelijke releasedatum:12 april 1996
Aantal pagina's:360
Illustraties:Nee
Betrokkenen
Hoofdauteur:Robert B. Woodruff
Tweede Auteur:Sarah F. Gardial
Co Auteur:Michael Ed. Woodruff
Co Auteur:Michael Ed. Woodruff
Overige kenmerken
Extra groot lettertype:Nee
Product breedte:139 mm
Product hoogte:20 mm
Product lengte:219 mm
Studieboek:Ja
Verpakking breedte:139 mm
Verpakking hoogte:20 mm
Verpakking lengte:219 mm
Verpakkingsgewicht:438 g
Overige kenmerken
Extra groot lettertype:Nee
Product breedte:139 mm
Product hoogte:20 mm
Product lengte:219 mm
Studieboek:Ja
Verpakking breedte:139 mm
Verpakking hoogte:20 mm
Verpakking lengte:219 mm
Verpakkingsgewicht:438 g

Samenvatting

* 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.