Customer Value Management Recommended Books

"Customer Satisfaction Measurement and Management: Using the Voice of the Customer"
By Kathleen Giel and Earl Naumann. 
(Published by Thomson Executive Press, 1995) 

Includes over 30 case studies from companies like Eastman Chemicals, AT&T, and Granite Rock. "This book answers the most commonly asked questions - and those that aren't asked, but should be - about design, development, and effective use of CSM and improvement programs. Not only should this book be read and understood, but retained and referred to by anyone interested in understanding their customers' need and improving their satisfaction." 

Ray Kordupleski, President, Customer Value Management Incorporated.

"Listening to the Voice of the Customer : 16 Steps to a Successful Customer Satisfaction Measurement Program"
by Jon Anton, complied by Debra Perkins
(Published by Customer Service Group, 1998)

Increase satisfaction, build loyalty and retention!
This how-to manual takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program. The book's 16 chapters are organized in logical
sequence for setting up a complete program, with information on: the best survey methods, sample
sizes, increasing response, surveying customer bases, writing survey questions for meaningful results, data gathering, data analysis, taking action on the findings and more.

"The Arthur Andersen Guide to Talking With Your Customers : What They Will Tell You About Your Business : When You Ask the Right Questions"
by Michael Wing, complied by Arthur Andersen
(Published by Upstart Pub Co., 1997)

Wing is now a senior manager with Arthur
Andersen's business consulting practice, but he also has experience running four different companies.
His book provides invaluable guidance for any organization concerned about improving customer
service. It is essentially the same book as one Wing published in 1993, but it now has Andersen's imprimatur and an additional 10-page chapter on using the Internet to help gauge customer response and satisfaction. David Rouse

"Building Models for Marketing Decisions
(INTERNATIONAL SERIES IN
QUANTITATIVE MARKETING Volume 9)"
by Peter S.H. Leeflang, Dick R. Wittink, Michael Wedel, Phillippe A. Naert
(Published by Kluwer Academic Publishers, 2000)

Building Models for Marketing Decisions describes marketing models that managers can use as an aid in decision making. It has long been known that even simple models outperform judgments in predicting outcomes in a wide variety of contexts. More complex models potentially provide insights about structural relations not available from casual observations. Although marketing models are now widely accepted, the quality of the marketing decisions is critically dependent upon the quality of the models on which those decisions are based. In this book, which is a revision and expansion of Naert and Leeflang's Building Implementable Marketing Models (1978), the authors discuss in detail the model-building process. They distinguish four parts in this process: specification, estimation, validation and use of models. Throughout the book, the authors provide examples and illustrations. This book will be of interest to researchers, analysts, managers and students who want to understand, develop or use models of marketing phenomena.

"Multivariate Data Analysis"
by Joseph F. Hair, Rolph E. Anderson, Ronald L. Tatham, William Black
(Published by Prentice Hall, 1998)

Well-suited for the non-expert statistician, this applications-oriented introduction to multivariate analysis greatly reduces the amount of statistical notation and terminology used while focusing instead on the fundamental concepts that affect the use of specific techniques. A textbook that provides an applications-oriented introduction to multivariate analysis for nonstatisticians. Features an innovative and widely applicable six-step framework for each chapter, complemented by examples throughout the book. Includes detailed guidelines on approaches for interpretation of results. Contains readings in each chapter which emphasize the applications of the techniques. Presents step-by-step flowcharts for each technique, illustrating major issues in each and offering a clear graphical portrayal of the decision process used in applying each technique.

A very informative and useful handbook for both practitioners and students. Each section provides a glossary, the statistic’s theoretical assumptions, a step-by-step outline, a sample article that uses the statistics, and most importantly, the command code for SPSS and SAS. A must for anyone doing
advanced level statistics!

"Analysis Of Customer Satisfaction Data"
by Derek T. Allen, and Tanniru R. Rao
(Published by ASQ, 2000)

The authors demonstrates how to interpret the data gathered in customer surveys while explaining how to use this information to
improve overall customer satisfaction. Written by industry leaders with years of experience consulting top companies such as General Motors, Bank of America and Met Life, this book offers a step-by-step approach to customer
loyalty research in an advanced yet understandable format.  Newer topics covering covering how emotional and cognitive loyalty work to drive customer value are covered. 

"Measuring Customer Satisfaction: Survey Design, Use, and Statistical Methods"
By Bob E Hayes. 
(Published by ASQ Quality Press, 1998) 

Detailed information is provided on how to construct, and use questionnaires along with a good section on sampling methods. And the important but often overlooked part of using the information to improve is covered well.

"Statistics and Econometrics"
By Dominick Salvatore 
(Published by McGraw-Hill, 1981) 

Analysis of the data collected in a customer value survey requires use of complex statistical and econometrican techniques. While this analysis is best left to experienced econometrics, it is important to understand the approaches they are using. This book explains the types of analysis used in a clear, concise format.

"Statistics for Applied Problem Solving and Decision Making"
by Richard Larsen, Morrix Marx and Bruce Cooil
(Published by Duxbury Press (ITP), 1997)

This text was developed to provide an applied, balanced introduction to data analysis and statistical inference without compromising the conceptual foundation of staistical methods.  The organisation reflects an emphasis on data analysis early with an introduction to descriptive regression in chapter two.  Inference is fully developed through real applications to business, economics and the sciences.  The computer has been built into the development of concepts through experiments and analysis.

"Satisfaction: A Behavioral Perspective on the Consumer"
by Richard L. Oliver
(Published by Irwin/McGraw-Hill, 1997)

Based on 20 years of research in this field, Oliver has compiled 440 pages of material relating to the study of the psychology of the consumer's satisfaction response.  The book takes the reader through the historical work of satisfaction psychology, discusses current practice, provides state-of-the-art descriptions of the latest academic frameworks on satisfaction, and speculates on where the study of satisfaction is proceeding.

"The Landscape of Qualitative Research :
Theories and Issues (Handbook of Qualitative Research, Vol. 1)"
by Norman K. Denzen, and Yvonna S. Lincoln (Editor)
(Published by Sage Publications, 1996)

This collection of articles provides a good introductory guide to the collection and analysis of qualitative research data.  The focus is on methodological issues raised by qualitative research rather than the content or results of the research.

"Strategies of Qualitative Inquiry (Handbook of Qualitative Research, Vol. 2)"
by Norman K. Denzen, and Yvonna S. Lincoln (Editor)
(Published by Sage Publications, 1998)

All qualitative approaches are covered along with case studies for each approach.  The reference section provides a guide to further study on the topics. 

"Basics of Qualitative Research : Techniques and Procedures for Developing Grounded Theory"
by Anselm L. Strauss, and Juliet M. Corbin
(Published by Sage Publications, 1998)

This book describes in detail the procedures and
techniques used in the grounded theory method of qualitative research. The first-time qualitative
researcher is guided through the process, while in-depth coverage is availble for the experienced researcher.  The book starts with an explanation
of the theoretical and philosphical foundations of the grounded theory method in qualitative research, the goes on to explain the different techniques with examples.

"AMA Handbook for Customer Satisfaction : A Complete Guide to Research, Planning, & Implementations"
by Alan Dutka
(Published by NTC Publishing Group, 1995)

A marketing guide with examples from large companies including Burger King and Baxter Healthcare Corp. Covers planning customer satisfaction research, designing questionnaires, conducting surveys, analyzing the results, applying the results, and maintaining customer satisfaction.
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