Know Your Customer – New Approaches to Understanding Custgmer Value and Satisfaction

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