Improving Customer Satisfaction, Loyalty & Profit - An Integrated Measurement & Management System (Hardcover)

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.

General

Imprint:	Jossey-Bass Inc.,U.S.
Country of origin:	United States
Release date:	October 2000
First published:	2000
Authors:	M.D. Johnson
Dimensions:	236 x 155 x 20mm (L x W x T)
Format:	Hardcover
Pages:	214
ISBN-13:	978-0-7879-5310-2
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Customer services Promotions
LSN:	0-7879-5310-5
Barcode:	9780787953102

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