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Analysis of Incomplete Multivariate Data

The last two decades have seen enormous developments in statistical methods for incomplete data. The EM algorithm and its extensions, multiple imputation, and Markov Chain Monte Carlo provide a set of flexible and reliable tools from inference in large classes of missing-data problems. Yet, in practical terms, those developments have had surprisingly little impact on the way most data analysts handle missing values on a routine basis. Analysis of Incomplete Multivariate Data helps bridge the gap between theory and practice, making these missing-data tools accessible to a broad audience. It presents a unified, Bayesian approach to the analysis of incomplete multivariate data, covering datasets in which the variables are continuous, categorical, or both. The focus is applied, where necessary, to help readers thoroughly understand the statistical properties of those methods, and the behavior of the accompanying algorithms. All techniques are illustrated with real data examples, with extended discussion and practical advice. All of the algorithms described in this book have been implemented by the author for general use in the statistical languages S and S Plus. The software is available free of charge on the Internet.

3.2 The EM algorithm 3.2.1 Definition EM capitalizes on the interdependence
between missing data Ymis and parameters 6. The fact that Ymis contains
information relevant to estimating 0, and 6 in turn helps us to find likely values of
Ymis, ...

Customer Care

How to Improve Competitiveness, Staff Motivation and Profitability in Today's Service Driven Organization

In this fully updated, new edition, Sarah Cook draws on her considerable experience of working with an impressive list of global companies. Customers are now more demanding than ever -- organizations have to recognise that purchasing power has strengthened considerably, and has extended very much into after-sales service. This book offers a comprehensive action plan for developing a sophisticated and effective quality-driven customer care program. Emphasis is placed upon strategic aspects, while covering the basics such as customer service point-of-sale, speed of delivery, follow-up, and on the ethos of total quality management and staff motivation in ensuring success.

This book offers a comprehensive action plan for developing a sophisticated and effective quality-driven customer care program.

Customer loyalty

how to earn it, how to keep it

Your guide to building and sustaining the most critical partnership of all Both the front-line salesperson concerned with a single customer and the senior manager responsible for the organization-wide sales and marketing strategy will find Griffin's Profit Generator system a useful process for building a base of consistently profitable customers. -- Quality Digest Hold on to the best asset you've got! This pragmatic guide to achieving customer loyalty outlines a savvy seven-step process for turning prospects into customers and customers into loyal advocates. Presenting detailed case studies -- from a Florida picture framer and a Nebraska travel agent to Home Depot and Sharp Electronics -- author Jill Griffin shares her trademarked Profit Generator System, a step-by-step approach to pricing, value, positioning, and targeting designed to systematically move customers up the loyalty ladder. With real-world detail, she also shows how to win back inactive customers and develop a loyalty-driven corporate culture.

-- Quality Digest Hold on to the best asset you've got! This pragmatic guide to achieving customer loyalty outlines a savvy seven-step process for turning prospects into customers and customers into loyal advocates.

Customer Connections

New Strategies for Growth

Provides advice for managers on using information technologies to learn about their customers and to use that data to build a successful business

Provides advice for managers on using information technologies to learn about their customers and to use that data to build a successful business

Breakthrough Customer Service

Best Practices of Leaders in Customer Support

Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support "An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge!" "Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service." "If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries." "A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities." "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results."

" "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive.