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Book Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System (J-B-UMBS Series)

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Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System (J-B-UMBS Series)

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    Available in PDF - DJVU Format | Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System (J-B-UMBS Series).pdf | Language: ENGLISH
    Michael D. Johnson (Author)

    Book details


A Book in the University of Michigan Business School Series It′:s a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five–:stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know–:how to make and keep them happy.
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  • Pdf

*An electronic version of a printed book that can be read on a computer or handheld device designed specifically for this purpose.

Formats for this Ebook

PDF
Required Software Any PDF Reader, Apple Preview
Supported Devices Windows PC/PocketPC, Mac OS, Linux OS, Apple iPhone/iPod Touch.
# of Devices Unlimited
Flowing Text / Pages Pages
Printable? Yes

Book details

  • PDF | 236 pages
  • Michael D. Johnson (Author)
  • John Wiley Sons: 1 edition (18 July 2000)
  • English
  • 6
  • Business, Finance Law

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