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Customer Information Systems 1 What is a Customer Information System?
Customer Information Database Formation
Systems that Listen to Your Customers
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actionable information advertising analysis analyzing automation calculation call centers categorical variables chapter CIS center company's consumer affairs department contact the company corporate cross tabulation CROSSTABS CSR's customer contact data customer information system customer response customer satisfaction customer service customer's customers to ascertain database decision matrix decision-making define diagnostic report discussed dissatisfied customers document employees EXAMPLE COMPANY Example qualitative measure Figure focus groups functions graph handling hardware identify implementation important installation issues letters level of measurement market damage Measure the number MEASUREMENT STRATEGIES QUANTITATIVE Moments-of-Truth Month Average nominal data number of complaints numerical variables organization performance problem product or service products and services products and/or services ranking report recommend requirements response and information sales loss scatter diagram segments selection software product specific SPSS Store Suede Survey customers Table telephone track warranty