Rediscovering The Customer: Turning Customer Satisfaction Into Shareholder Value

Topics:
CRM,
Marketing Strategy
Tags:
Customer Satisfaction,
Marketing,
McKinsey & Co.,
Product Marketing,
Shareholder
Source:
McKinsey & Company

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Overview: Companies that have a strategic approach to customer satisfaction and make technology investments to support specific business and financial objectives are likely to achieve high rates of customer retention, fast growth, and increased profitability. This paper finds that to realize the greatest economic benefits and turn customer satisfaction into shareholder value, companies must: focus to get value out of customer satisfaction, build a customer-centric organization, and consider three actions to accelerate impact with technology.

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Format: PDF | Size: 986KB | Date: Mar 2001 | Pages: 15

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