When it comes to linking customer research to company organization to deliver high levels of service and quality products – most companies haven’t a clue. In this University of Michigan Business School Management Series title, the authors offer a five-stage process that links the key elements of customer satisfaction measurement with market strategy and product development for business success. In a unique collaboration between the University of Michigan Business School and Jossey-Bass, UMBS is a series of concise, practical and fast-paced books that will focus on the key issues facing business people (especially mid-level managers) today. These issues have been identified by the thousands of practicing managers who come through UM’s #3 ranked Executive Education Program and were asked to identify their top problems. Each book is authored by a leading expert with real experience in connecting with managers (UMBS faculty who teach in the and Executive Education program) and is written for the busy manager. Each book will focus on how the middle manager can understand and cope with or contribute to the issue at hand. Each season will introduce 2-3 new titles in the series. The University of Michigan’s Business School is annually among the nation’s top 5 business schools in Business Week’s semi-annual survey. The Executive Education program is among the top 3 in the country. No business school of UM’s stature has undertaken any unified publishing program, let alone one this concerted and focused. Robert Quinn, Consulting Editor of the series, is one of the most widely-known and respected business school educators in the country. Author of several books by Jossey-Bass, Quinn is a respected senior business school professor, consultant and executive and management education expert. He is currently Professor of Organizational Behavior and Human Resource management at the University of Michigan Business School.
Book Details:
- Author: Matthew D. Johnson
- ISBN: 9780470333150
- Year Published: 2000
- Pages: 240
- BISAC: BUS018000, BUSINESS & ECONOMICS/Customer Relations
About the Book and Topic:
When it comes to linking customer research to company organization to deliver high levels of service and quality products – most companies haven’t a clue. In this University of Michigan Business School Management Series title, the authors offer a five-stage process that links the key elements of customer satisfaction measurement with market strategy and product development for business success. In a unique collaboration between the University of Michigan Business School and Jossey-Bass, UMBS is a series of concise, practical and fast-paced books that will focus on the key issues facing business people (especially mid-level managers) today. These issues have been identified by the thousands of practicing managers who come through UM’s #3 ranked Executive Education Program and were asked to identify their top problems. Each book is authored by a leading expert with real experience in connecting with managers (UMBS faculty who teach in the and Executive Education program) and is written for the busy manager. Each book will focus on how the middle manager can understand and cope with or contribute to the issue at hand. Each season will introduce 2-3 new titles in the series. The University of Michigan’s Business School is annually among the nation’s top 5 business schools in Business Week’s semi-annual survey. The Executive Education program is among the top 3 in the country. No business school of UM’s stature has undertaken any unified publishing program, let alone one this concerted and focused. Robert Quinn, Consulting Editor of the series, is one of the most widely-known and respected business school educators in the country. Author of several books by Jossey-Bass, Quinn is a respected senior business school professor, consultant and executive and management education expert. He is currently Professor of Organizational Behavior and Human Resource management at the University of Michigan Business School.
Just about everyone recognizes that customer satisfaction and loyalty are essential to business success. “It is cheaper to keep a customer than to replace one,” “customers demand service and expect quality,” and similar mantras are part of the sales and marketing liturgy. But most companies do little to tie the customer value chain together to create satisfied customers. They separate customer service from marketing, marketing from sales, product development from customer service, and subcontract customer satisfaction surveys to service companies that don’t even know their business. In Improving Customer Satisfaction, Loyalty, and Profit, Michael D. Johnson and Anders Gustafsson offer a practical guide that gives companies a five-stage plan for reuniting the key measures of customer satisfaction with marketing strategy and product development to ensure excellent customer service. They demonstrate how, by tying together their customer value chain to create a cohesive customer measurement and management system, companies can create both happy customers and the organizational know-how necessary to keep them satisfied.
This book shows managers how to break down the walls between customer service and other organizational functions and integrate their functions. It demonstrates how, by tying together their customer value chain to create a cohesive customer measurement and management system, companies can create both happy customers and the organizational know-how necessary to keep them happy.
About the Author
MICHAEL D. JOHNSON is the D. Maynard Phelps Collegiate Professor of Business Administration at the University of Michigan Business School. He has published widely in leading professional journals and teaches in both the MBA and the executive education programs. ANDERS GUSTAFSSON is associate professor of business economics in the Service Research Center at the University of Karlstad, Sweden. He has consulted with Volvo and other companies and is the author of two books on customer satisfaction.