Business Plan III: Diagnosing and Measuring Customer Satisfaction

Course Number: 
BT 201

During this 2nd year course that focuses on measuring customer satisfaction and expectations, students will gain an understanding and appreciation of the issues that must be addressed to initiate a CSM program, the issues that go into the development implementation and managerial considerations involved in CSM.  Topics include: customer satisfaction; "Customer Value Model;" and collecting and analyzing demographic and psychographic data.  

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