Measuring Customer Satisfaction To Identify Areas Of Sales
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Measuring Customer Satisfaction To Identify Areas Of Sales
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Author : Arend Grünewälder
language : en
Publisher: GRIN Verlag
Release Date : 2008-09
Measuring Customer Satisfaction To Identify Areas Of Sales written by Arend Grünewälder and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-09 with categories.
Seminar paper from the year 2008 in the subject Business economics - Business Management, Corporate Governance, grade: 2,0, University of applied sciences, D sseldorf, course: Sales and Key Account Management, 16 entries in the bibliography, language: English, abstract: This work is about measuring customer satisfaction with the focus on B-2-B markets. In the first chapters the determinants are explained along with the problem of a not well designed measuring program. The intention of this work is to analyze and describe a thoroughly conducted research on satisfaction of industrial customers. The main chapter is organised according the chronological steps for a common research in that field. Each chapter or research element illustrates a correlation to the specific situation of suppliers in B-2-B markets. Basically, this work suggests planning a survey on customer satisfaction in two major steps: firstly, to explore the expectations and attitudes in a qualitative research, and then, based on the first step, to interview customers on their perceptions concerning how well the firm is meeting those expectations. Before drawing the conclusion of this work, the importance of customer satisfaction for companies competing in saturated markets is investigated.
Measuring Customer Satisfaction To Identify Areas Of Sales
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Author : Arend Grünewälder
language : en
Publisher: GRIN Verlag
Release Date : 2008-09-18
Measuring Customer Satisfaction To Identify Areas Of Sales written by Arend Grünewälder and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-09-18 with Business & Economics categories.
Seminar paper from the year 2008 in the subject Business economics - Business Management, Corporate Governance, grade: 2,0, University of applied sciences, Düsseldorf, course: Sales and Key Account Management, language: English, abstract: This work is about measuring customer satisfaction with the focus on B-2-B markets. In the first chapters the determinants are explained along with the problem of a not well designed measuring program. The intention of this work is to analyze and describe a thoroughly conducted research on satisfaction of industrial customers. The main chapter is organised according the chronological steps for a common research in that field. Each chapter or research element illustrates a correlation to the specific situation of suppliers in B-2-B markets. Basically, this work suggests planning a survey on customer satisfaction in two major steps: firstly, to explore the expectations and attitudes in a qualitative research, and then, based on the first step, to interview customers on their perceptions concerning how well the firm is meeting those expectations. Before drawing the conclusion of this work, the importance of customer satisfaction for companies competing in saturated markets is investigated.
How To Measure Customer Satisfaction
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Author : Nigel Hill
language : en
Publisher: Routledge
Release Date : 2017-07-05
How To Measure Customer Satisfaction written by Nigel Hill and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-07-05 with Business & Economics categories.
Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
Improving Your Measurement Of Customer Satisfaction
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Author : Terry G. Vavra
language : en
Publisher: Quality Press
Release Date : 2001-09-25
Improving Your Measurement Of Customer Satisfaction written by Terry G. Vavra and has been published by Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-09-25 with Business & Economics categories.
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement
Measuring Customer Satisfaction
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Author : James H. Myers
language : en
Publisher: South Western Educational Publishing
Release Date : 1999
Measuring Customer Satisfaction written by James H. Myers and has been published by South Western Educational Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999 with Consumer satisfaction categories.
To be competitive in today’s markets, a company must be sure it knows exactly what it takes to keep customers satisfied and loyal. In Measuring Customer Satisfaction, you’ll learn just how to obtain that information. Author Myers takes the reader carefully, completely, and comprehensively through each step in developing an effective customer satisfaction measurement instrument and in analyzing survey results. He begins with a review of the origins of the customer satisfaction movement and concludes with recommendations for specific improvements in today’s customer satisfaction measurement programs. This book is both detailed and expansive, providing information that can help any type of organization, from smaller business firms and not-for-profit organizations to huge multinational corporations and government bureaus.
Improving Customer Satisfaction Loyalty And Profit
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Author : Michael David Johnson
language : en
Publisher: Jossey-Bass
Release Date : 2000-08
Improving Customer Satisfaction Loyalty And Profit written by Michael David Johnson and has been published by Jossey-Bass this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-08 with Business & Economics categories.
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.
The Handbook Of Customer Satisfaction And Loyalty Measurement
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Author : Nigel Hill
language : en
Publisher: Routledge
Release Date : 2017-03-02
The Handbook Of Customer Satisfaction And Loyalty Measurement written by Nigel Hill and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-02 with Business & Economics categories.
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
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Author :
language : en
Publisher: Smocot Ionut Mihai
Release Date :
written by and has been published by Smocot Ionut Mihai this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Handbook Of Customer Satisfaction And Loyalty Measurement
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Author : Nigel Hill
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 2000
Handbook Of Customer Satisfaction And Loyalty Measurement written by Nigel Hill and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Business & Economics categories.
An examination of how to use research effectively. It takes the reader step by step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. This new edition includes four new chapters on loyalty measurement.
Measuring Customer Satisfaction
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Author : Bob E. Hayes
language : en
Publisher: ASQ Quality Press
Release Date : 1992
Measuring Customer Satisfaction written by Bob E. Hayes and has been published by ASQ Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1992 with Business & Economics categories.
"The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires." "By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more . . . ." "The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved