D. Maynard Phelps Professor of Business Administration and Professor of Marketing, University of Michigan Ross Business School.
Research focuses on the development of customer information systems and their use in setting strategy and managing customer relationships. Professor Johnson has several ongoing studies that examine such topics as how to manage customer portfolios over time, how customer satisfaction and loyalty models change as relationships grow, and more generally how managers use customer information to make resource allocation and strategy decisions. His goal is to help managers generate customer knowledge and translate that knowledge into effective strategies, products and processes.
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying...
