|
|
|
|
| LEADER |
00000cam a2200000 7i4500 |
| 001 |
0000067790 |
| 005 |
20110130093000.0 |
| 008 |
100721s2010 nyu eng |
| 020 |
|
|
|a 1420093304 (hardcover : alk. paper)
|
| 020 |
|
|
|a 9781420093308 (hardcover : alk. paper)
|
| 090 |
0 |
0 |
|a HF5415.2
|b .R345 2010
|
| 100 |
1 |
|
|a Reidenbach, R. Eric ,
|e author
|
| 245 |
1 |
0 |
|a Listening to the voice of the market :
|b how to increase market share and satisfy current customers
|c R. Eric Reidenbach
|
| 260 |
|
|
|a New York :
|b CRC Press ,
|c c2010
|
| 300 |
|
|
|a xi, 193 p. :
|b ill. ;
|c 25 cm.
|
| 500 |
|
|
|a "A Productivity Press book."
|
| 504 |
|
|
|a Includes bibliographical references and index
|
| 505 |
0 |
|
|a 1. Customers or markets? -- 2. The product/market matrix identifying which voice to listen to -- 3. Customer value versus customer satisfaction -- 4. Collecting the VOM -- 5. Questionnaire basics -- 6. Building the VOM architecture -- 7. Modeling market value -- 8. Understanding your competitive value proposition -- 9. Loyalty and vulnerability analyses -- 10. Driving competitive planning with the VOM -- 11. Identifying SS projects with the VOM -- 12. Monitoring change effectiveness with the VOM -- 13. Managing your net promoter score with the VOM
|
| 520 |
|
|
|a "In this book, the author teaches you how to identify and capture the Voice of the Market and then use that data, and a new understanding of it, to make your organization market-focused. It is not about hijacking customers with one-time special pricing. Instead, it is about applying the proper tools and processes to move your organization from a production or sales orientation to a truly market-based focus."--BOOK JACKET.
|
| 650 |
|
0 |
|a Consumer satisfaction
|
| 650 |
|
0 |
|a Marketing research
|
| 999 |
|
|
|a 1000134308
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
|