This 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.
- ISBN10 0787964697
- ISBN13 9780787964696
- Publish Date 22 November 2004 (first published 17 October 2000)
- Publish Status Cancelled
- Out of Print 14 March 2007
- Publish Country US
- Publisher John Wiley & Sons Inc
- Imprint Jossey-Bass Inc.,U.S.
- Format Paperback
- Pages 240
- Language English