Customer satisfaction research management
Subtitle: a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations
By: Derek R. Allen
Contributors: American Society for Quality
Publisher: ASQ Quality Press
Published: 2004
Place of publication: Milwaukee
Language: eng
Number of pages: 248
Subjects: Quality control; Customer loyalty; Management; Consumer satisfaction; Customer services; Marketing research; Research
Notes: "American Society for Quality."

Includes bibliographical references  (p. 233-238) and index.
Table of contents: title: Customer satisfaction, retention, and profitability; title: Tracking and reporting customer satisfaction metrics; title: Linking CSM to management incentives : theoretical foundation; title: Linking CSM to management incentives : quantitative approaches; title: Implementing key driver results; title: CRM and customer satisfaction; title: Linking customer satisfaction to business outcomes; title: Managing global customer satisfaction programs; title: Linking customer feedback to business processes; title: Creating and managing loyalty segments.