A holistic approach to customer loyalty research

This paper describes a case study conducted for Microsoft Danmark in 2002. The aim of the paper is to describe the fruitfulness of involving internal relations of the client company when working with customer satisfaction, thus obtaining a more holistic approach.

A Holistic Approach To Customer Loyalty Research

Working with process consulting as a method in qualitative research

Christian Agger Microsoft ApSLars Bo Andersen Ulveman Explorative A/S


The aim of this paper is primarily to show the benefits...