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Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction

Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction

Robert B. Woodruff, Sarah F. Gardial

ISBN: 978-1-557-86553-3 June 1996 360 Pages

 Paperback

In Stock

$52.95

Description

Intended 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.
Preface.

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.

"Focuses on helping managers develop information skills for understanding customers' perceptions of value." The Bookseller.

  • Integrates customer value and satisfaction into a comprehensive systematic measurement process called customer value determination.

  • Discusses predictions of future changes in customer value and satisfaction.

  • Explores actual company experiences which illustrate measurement techniques.

  • Every step of customer value determination is discussed in depth.