Customer Satisfaction Research Management

A Comprehensive Guide to Integrating Customer Loyalty and Satisfaction Metrics in the Management of Complex Organizations

Derek R. Allen

• Publisher: ASQ Quality Press
• Year: 2004
• ISBN:
  9780873893350
• Topic: Business
• Subtopic: Customer Relations
• Index: Business

Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment. "This book will prove an invaluable resource for research managers charged with developing and implementing customer satisfaction research programs for their organization." Albrecht (Al) Grabenstein First Vice President, Corporate Marketing Comerica "This book describes with outstanding examples how insights gained from deep analysis of customer satisfaction research results can be used to create successful customer relationship marketing strategies and to design effective business processes which improve both customer satisfaction and business results." Lyle Kan Senior Vice President, Performance Management Countrywide Home Loans "Derek Allen offers managers of customer retention programs the tools necessary for the implementation and management of a successful program Managers whose companies have customer relationship management systems in place will also find the discussions on CRM, marketing research, and customer satisfaction very useful." Manuel Gutierrez Director of Market Research Kohler Co.

Table of contents

• Cover
• Title page
• CIP data
• Contents
• List of Figures
• Preface
• Acknowledgments
• 1 Customer Satisfaction, Retention, and Profitability
• 2 Tracking and Reporting Customer Satisfaction Metrics
• 3 Linking CSM to Management Incentives: Theoretical Foundation
• 4 Linking CSM to Management Incentives: Quantitative Approaches
• 5 Implementing Key-Driver Results
• 6 CRM and Customer Satisfaction
• 7 Linking Customer Satisfaction to Business Outcomes
• 8 Managing Global CSM Projects
• 9 Linking Customer Feedback to Business Processes
• 10 Creating and Managing Loyalty Segments
• Appendix A Customer Satisfaction Data Analysis Tips
• Appendix B Useful Statistical Tests for Customer Satisfaction Research
• Glossary
• References
• Index