Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System
Author: Michael Johnson & Andres Gustafsson
Publisher: John Wiley & Sons
Published: 2006-09
Total Pages: 240
ISBN-13: 9788126509393
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Customer Satisfaction
Author: Nigel Hill
Publisher: The Leadership Factor
Published: 2007
Total Pages: 322
ISBN-13: 0955416116
DOWNLOAD EBOOKThis book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
Modern Analysis of Customer Surveys
Author: Ron S. Kenett
Publisher: John Wiley & Sons
Published: 2012-01-30
Total Pages: 533
ISBN-13: 0470971282
DOWNLOAD EBOOKCustomer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey. Key features: Provides an integrated, case-studies based approach to analysing customer survey data. Presents a general introduction to customer surveys, within an organization’s business cycle. Contains classical techniques with modern and non standard tools. Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments. Accompanied by a supporting website containing datasets and R scripts. Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields.
Strategic Customer Service
Author: John A. GOODMAN
Publisher: AMACOM Div American Mgmt Assn
Published: 2009-05-13
Total Pages: 274
ISBN-13: 081441334X
DOWNLOAD EBOOKThe success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Return on Investment in Training and Performance Improvement Programs
Author: Jack J. Phillips
Publisher: Routledge
Published: 2012-06-25
Total Pages: 344
ISBN-13: 1136368337
DOWNLOAD EBOOKThe second edition of this bestselling book, 'Return on Investment in Training and Performance Improvement Programs,' guides you through a proven, results-based approach to calculating the Return on Investment in training and performance improvement programs. Jack Phillips has composed user-friendly ROI calculations, plus: *ten post-program data collection methods *ten strategies for determining the amount of improvement that is directly linked to training programs *ten techniques for converting both hard and soft data to monetary values 'Return on Investment in Training and Performance Improvement Programs, Second Edition' continues as a primary reference for learning how to utilize ROI to show the contribution of training, education, learning systems, performance improvement, and change initiatives throughout organizations. The book also details implementation issues, provides worksheets, and pinpoints non-monetary program benefits. A case study takes the reader through the ROI process step-by-step.
Market Research in Practice
Author: Matthew Harrison
Publisher: Kogan Page Publishers
Published: 2016-03-03
Total Pages: 400
ISBN-13: 0749475862
DOWNLOAD EBOOKMarket research has never been more important. As organizations become increasingly sophisticated, the need to profile customers, deliver customer satisfaction, target certain audiences, develop their brands, optimize prices and more has grown. Lively and accessible, Market Research in Practice is a practical introduction to market research tools, approaches and issues. Providing a clear, step-by-step guide to the whole process - from planning and executing a project through to analyzing and presenting the findings - it explains how to use tools and methods effectively to obtain reliable results. This fully updated third edition of Market Research in Practice has been revised to reflect the most recent trends in the industry. Ten new chapters cover topical issues such as ethics in market research and qualitative and quantitative research, plus key concepts such as international research, how to design and scope a survey, how to create a questionnaire, how to choose a sample and how to carry out interviews are covered in detail. Tips, and advice from the authors' own extensive experiences are included throughout to ground the concepts in business reality. Accompanied by a range of online tools, templates, surveys and guides, this is an invaluable guide for students of research methods, researchers, marketers and users of market research. Online resources include a range of tools, templates, surveys and guides.
EBOOK: Marketing Management
Author: Christian Homburg
Publisher: McGraw Hill
Published: 2012-12-16
Total Pages: 645
ISBN-13: 0077146050
DOWNLOAD EBOOKMarketing Management: A Contemporary Perspective provides a fresh new perspective on marketing from some of the leading researchers in Europe. The book offers students and practitioners the comprehensive coverage they need to make the right decisions to create and implement highly successful marketing strategies. This exciting new edition includes updated cases and combines scholarly international research with relevant and contemporary examples from markets and brands across the world. The authors combine their experience as researchers and industry consultants to provide the conceptual and theoretical underpinning of marketing and empirical research, helping students to understand how marketing concepts can be applied and implemented. The book covers a full range of industries including business-to-customer, business-to-business, services marketing, retailing and international marketing from companies around the globe.
Smart Technologies and Innovation for a Sustainable Future
Author: Ahmed Al-Masri
Publisher: Springer
Published: 2019-01-08
Total Pages: 450
ISBN-13: 3030016595
DOWNLOAD EBOOKThe book presents high-quality research papers presented at the 1st AUE International research conference, AUEIRC 2017, organized by the American University in the Emirates, held on November 15th-16th, 2017 in Dubai. The book is broadly divided into three sections: Media and Smart Cities, Creative Technologies and Innovation, and Security Risks and Strategic Challenges. The areas covered under these sections are cyber-psychology and digital forensics, cloud RAN architecture, networking functions virtualization, e-Governance and IoT semantic interoperability, ERP security, web-based application and problem-solving skills, smart technologies and advertising, smart technologies for smart cities, smart adaptable navigation systems, turbo codes for security key generation, technology advanced student learning and mobile devices, big data security and privacy, multi-channel buffer enabled technique, physiological signal acquisition in electro-oculography, blockchain and donation-based crowdfunding, smart city and framework development approach, news channel and media education, UAE foreign policy, China-GCC relations, diplomacy in the Internet age, intelligent cyber-security strategies, industry securities and strategic challenges, hybrid alliances and corporate security, security and privacy in smart cities, human computer interaction and e-learning solution, complexity of smart cities governance. The papers included in this book present insightful information on the most recent and relevant research, theories and practices in the field, which aim for a sustainable future.
Market Research in Practice
Author: Paul Hague
Publisher: Kogan Page Publishers
Published: 2021-11-03
Total Pages: 393
ISBN-13: 1398602833
DOWNLOAD EBOOKLearn the fundamentals of market research with this bestselling guide that delivers an overview of the whole process, from planning a project and executing it, what tools to use, through to analysis and presenting the findings. Market Research in Practice provides a practical and robust introduction to the subject, providing a clear step-by-step guide to managing market research and how to effectively to obtain the most reliable results. Written by an industry expert with over 35 years' practical experience in running a successful market research agency, tips and advice are included throughout to ground the concepts in business reality. This text also benefits from real-world examples from companies including Adidas, Marks & Spencer, Grohe and General Motors. Now in its fourth edition, Market Research in Practice is now fully updated to capture the latest changes and developments in the field and explores new tools of qualitative research using online methods as well as expanding further on online surveys such as SurveyMonkey. Accompanied by a range of templates, surveys and resources for lecturers, this is an invaluable guide for students of research methods, researchers, marketers and users of market research.
Software Product Management
Author: Hans-Bernd Kittlaus
Publisher: Springer Nature
Published: 2022-07-04
Total Pages: 338
ISBN-13: 3662651165
DOWNLOAD EBOOKSoftware Product Management (SPM) is a key success factor for software products and software-intensive products. This book gives a comprehensive overview on SPM for beginners as well as best practices, methodology and in-depth discussions for experienced product managers. This includes product strategy, product planning, participation in strategic management activities and orchestration of the functional units of the company. The book is based on the results of the International Software Product Management Association (ISPMA®, SPM Body of Knowledge V.2) which is led by a group of SPM experts from industry and research with the goal to foster software product management excellence across industries. This book can be used as textbook for ISPMA®-based education and as guide for anybody interested in SPM as one of the most exciting and challenging disciplines in the business of software.
