MEASURING CUSTOMER EFFECTIVENESS
Publication details: ENGLAND GOWER 2004Description: VIII, 160 P. HARDISBN:- 978-0566085383
- 658.812
| Item type | Current library | Collection | Call number | Status | Date due | Barcode | Item holds | |
|---|---|---|---|---|---|---|---|---|
Reference
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Main Library | REF | 658.812/ COO/ 18492 (Browse shelf(Opens below)) | Not For Loan | 11118492 |
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| 658.81072 / SAH / 6947 "9 CASE STUDIES:STRATEGIES IN PRICIN,SALES AND DISTRIBUTION AND COMMUNICATION" | 658.812 / BAN / 2749 CUSTOMER.COMMUNITY:UNLASHING THE POWER OF YOUR CUSTOMER BASE | 658.812 / BAR / 12420 CUSTOMER RELATIONSHIP MANAGEMENT: | 658.812/ COO/ 18492 MEASURING CUSTOMER EFFECTIVENESS | 658.812 / DON / 11777 25 MANAGEMENT LESSONS FROM THE CUSTOMER`S SIDE OF THE COUNTER: | 658.812 / GRE / 14320 "CRM AT THE SPEED OF LIGHT:SOCIAL CRM STRATEGIES, TOOLS, AND TECHNIQUES FOR ENGAGING YOUR CUSTOMERS" | 658.812 / JAG / 2779 "CUTOMER RELATIONSHIP MANAGEMENT:EMERGING CONCEPTS,TOOLS AND APPLICATIONS" |
The business case for measurement -- Preparating to measure customer service -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal service quality -- Benchmarking -- Analysing and communicating the results -- Acting on results.
The Business Case for Measurement; Return on investment in customer service; Measurement and service strategy; What to measure; Timing your measurement; Assess your current approach to customer service measurement; 2.
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