Know your customer : new approaches to customer value and satisfaction

Responsibility Robert B. Woodruff, Sarah Fisher Gardial. Imprint Cambridge, Mass., USA : Blackwell Business, 1996. Physical description xvii, 338 p. : ill ; 21 cm.

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Description

Creators/Contributors

Author/Creator Woodruff, Robert B. Contributor Gardial, Sarah, 1957-

Contents/Summary

• Preface. Part I: Building a Competitive Advantage by Knowing Your Customer:. 1. Achieving a Competitive Advantage Through Customer Value Delivery Strategies. 2. Customer Value in Market Opportunity Analysis Processes. Part II: Learning About Customer Value and Satisfaction:. 3. A New Perspective on Customer Value. 4. Linking Customer Value to Customer Satisfaction. 5. Know Your Customer Through Customer Value Determination. 6. How Customer Value Determination Improves Business Decisions. Part III: Customer Value Determination Techniques:. 7. Measuring Customer Value. 8. Analyzing Customer Value Data. 9. Measuring Customer Satisfaction. 10. Analyzing Customer Satisfaction Data. 11. Predicting Customer Value Change.
• Appendix I: The Coding Process.
• Appendix II: Identifying Strategically Important Customer Value Dimensions.
• Appendix III: Customer Value Change Forecasting Techniques. Index.
• (source: Nielsen Book Data)

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