- Customer Satisfaction and Value
- Data Quality
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."
First Vice President, Corporate Marketing
"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."
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."
Director of Market Research