WOODRUFF, Robert B
Know your customer : new approaches to understanding customer value and satisfaction - Malden, MA : Blackwell Publishers Inc, 1996 - 338 p.
Section I: build a competitive advantage by knowing your costumer 1 - Achieving a competitive advantage through customer value delivery strategies 2 - Customer value in market opportunity analysis processes Section II: Learning about customer value and satisfaction 3 - A new perspective on costumer value 4 - Linking customer value to costumer satisfaction 5 - Know your costumer through customer value determination 6 - How costumer value determination improves business decisions Section III: Customer value determination techniques 7 - Measuring customer value 8 - Analyzing customer value data 9 - Measuring customer satisfaction 10 - Analysing 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
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Know your customer : new approaches to understanding customer value and satisfaction - Malden, MA : Blackwell Publishers Inc, 1996 - 338 p.
Section I: build a competitive advantage by knowing your costumer 1 - Achieving a competitive advantage through customer value delivery strategies 2 - Customer value in market opportunity analysis processes Section II: Learning about customer value and satisfaction 3 - A new perspective on costumer value 4 - Linking customer value to costumer satisfaction 5 - Know your costumer through customer value determination 6 - How costumer value determination improves business decisions Section III: Customer value determination techniques 7 - Measuring customer value 8 - Analyzing customer value data 9 - Measuring customer satisfaction 10 - Analysing 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
Técnica Administrativa
Atendimento ao Cidadão
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