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· 제목 : Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System (Hardcover) (An Integrated Measurement and Management System)
· 분류 : 외국도서 > 경제경영 > 마케팅
· ISBN : 9780787953102
· 쪽수 : 240쪽
· 분류 : 외국도서 > 경제경영 > 마케팅
· ISBN : 9780787953102
· 쪽수 : 240쪽
목차
1. Creating a Customer Measurement and Management System
2. Strategy and Planning
3. Building the Lens of the Customer
4. Building the Quality-Satisfaction-Loyalty Survey
5. From Data to Information: Analyzing Quality, Satisfaction, Loyalty and Profit Data
6. From Information to Decisions: Priority Setting and Implementation
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