Know Your Customer

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

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.