Customer Relationship Management: Making Hard Decisions with Soft NumbersAppropriate as a stand-alone text for single-semester courses in Customer Relationship Measurement, Service Marketing, Customer Service or Consumer Affairs. This book documents and demonstrates cost-effective techniques that the authors themselves have used to assist company managers in accomplishing strategic customer relationships management. It provides future or practicing non-technical corporate managers with the tools to better retain customers by backing their "hard decisions" with the "soft numbers" used to measure customer relationships. |
Contents
Management Requires Measurement | 15 |
Qualitative Measurement Methods | 32 |
Quantitative Measurement Methods | 44 |
Copyright | |
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Common terms and phrases
attributes authorized service center business processes calculated call center Chapter company's complaints consumer critical incident Critical Incident Technique customer expectations customer relation customer relationship management customer relationship measurement customer satisfaction customer service customer-focused Data Transform Statistics decision matrix defined drivers Edit Data Transform employees example external customer Factor Factor Analysis feedback focus group Fuzzy Logic GSMS impact impact factor important improve information technology internal metrics market share monitoring output overall satisfaction panel percent performance Processor is ready profits Purdue University qualitative research quantitative questions ready Figure regression analysis reps repurchase response sample satisfaction index score Service manuals service quality service strategy shown in Figure Simple paperwork specific SPSS for Windows SPSS Processor statement Store personnel Table techniques tion Transform Statistics Graphs USA Electronics USA's Utilities Window Help variable warranty claims Waxx word of mouth