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Research papers

The customer satisfaction measurement and listening revolution

This paper addresses the CRM experience of Orange France, a mobile phone service provider, in assessing the customer care experience of its 18 million customers. Within a highly competitive market, French customers increasingly consider that price,...

Catalogue: ESOMAR Customer Relationship Management Conference 2002
Authors: Jean-Paul Dayan, Gérard Bon, Laurent Depond
March 17, 2002
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Citation

Dayan, Bon and Depond (2002a, March 17). The customer satisfaction measurement and listening revolution . ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/the-customer-satisfaction-measurement-and-listening-revolution-