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Know Your Customer Robert B. Woodruff

Know Your Customer By Robert B. Woodruff

Know Your Customer by Robert B. Woodruff

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Summary

* Integrates customer value and satisfaction into a comprehensive systematic measurement process called customer value determination. * Discusses predictions of future changes in customer value and satisfaction. * Explores actual company experiences which illustrate measurement techniques.

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Know Your Customer Summary

Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction by Robert B. Woodruff

Intended for business students and managers who want to become more customer--oriented, this book focuses on helping managers develop information skills for understanding customersa perceptions of value and satisfaction.

Know Your Customer Reviews

Focuses on helping managers develop information skills for understanding customersa perceptions of value. The Bookseller.

About Robert B. Woodruff

Dr. Woodruff is Distinguished Professor of Marketing at the University of Tennessee. He has published four books and over 40 articles on such topics as marketing management, market opportunity analyses, customer value and satisfaction, and consumer behaviour. Dr. Woodruff has worked with more than 20 organizations to help them with marketing planning, market analysis, and customer value and satisfaction measurement activities. He is also a speaker in management development programs. Dr. Gardials research interests are in the areas of customer value and satisfaction, situational influences in the buying and choice process, information processing, and consumer/salesperson interactions. She is an instructor in the executive training institutes conducted through the Management Development Center at the University of Tennessee, Knoxville. She has published articles from her research in journals such as the Journal of Consumer Research, Journal of Advertising, Marketing Letters, and the Journal of Satisfaction, Dissatisfaction and Complaining Behaviour.

Table of Contents

Preface. Part I: Building a Competitive Advantage by Knowing Your Customer:. 1. Achieving a Competitive Advantage Through Customer Value Delivery Strategies. 2. Customer Value in Market Opportunity Analysis Processes. Part II: Learning About Customer Value and Satisfaction:. 3. A New Perspective on Customer Value. 4. Linking Customer Value to Customer Satisfaction. 5. Know Your Customer Through Customer Value Determination. 6. How Customer Value Determination Improves Business Decisions. Part III: Customer Value Determination Techniques:. 7. Measuring Customer Value. 8. Analyzing Customer Value Data. 9. Measuring Customer Satisfaction. 10. Analyzing Customer Satisfaction Data. 11. Predicting Customer Value Change. Appendix I: The Coding Process. Appendix II: Identifying Strategically Important Customer Value Dimensions. Appendix III: Customer Value Change Forecasting Techniques. Index.

Additional information

CIN1557865531VG
9781557865533
1557865531
Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction by Robert B. Woodruff
Robert B. Woodruff
Total Quality Management
Used - Very Good
Paperback
John Wiley and Sons Ltd
19960412
360
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us

Customer Reviews - Know Your Customer