WOODRUFF, Robert B <br/><br/>
Know your customer :  new approaches to understanding customer value and satisfaction 

 - Malden, MA :  Blackwell Publishers Inc,  1996 
 - 338 p. 
<br/><br/> 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 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Técnica Administrativa<br/>Atendimento ao Cidadão<br/>Valor<br/>Usuário