Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction

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.