Description
Book SynopsisIntended for business students and managers who want to become more customer-oriented, this book focuses on helping managers develop information skills for understanding customers' perceptions of value and satisfaction.
Trade Review"Focuses on helping managers develop information skills for understanding customers' perceptions of value."
The Bookseller.Table of ContentsPreface.
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.
