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Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction
ISBN: 978-1-557-86553-3
May 1996
360 pages
Know Your Customer incorporates newer approaches to customer value measurement into an new, integrated information process called customer value determination, basing satisfaction measurement on the concept of value. Every step of customer value determination is discussed in depth, with guides to both qualitative and quantitative measurement techniques. The book also discusses applications of customer value determination to decisions across the entire organization, ranging from strategic to tactical.