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Research papers

No successful CRM without MRC

The essence of analytical CRM consists in learning from past customer interactions to improve future actions. The data that is collected can be later analysed to illustrate all important aspects of the customer interaction process. In the past, most...

Catalogue: ESOMAR Customer Relationship Management Conference 2002
Author: Thomas Liehr
Company: KANTAR TNS Malaysia
March 17, 2002

Research papers

Using neural networks to put customer satisfaction data into action

Customer satisfaction analyses often suffer from the fact that it is difficult to compress the large amount of gathered data material into relevant, concrete action recommendations for decision makers, whereby the practical significance and operative...

Catalogue: ESOMAR Congress 1997: Learning From The Future
Authors: Klaus Stadtler, Thomas Liehr
Company: Burke, Inc.
September 1, 1997