Why are organizations shifting from a customer satisfaction focus to a customer value focus?
Many organizations across a wide number of industries have experienced an inability to link their customer satisfaction numbers to business performance measures such as market share. What we know about customer value is that it is a strong predictor of market share. Those organizations that have been able to create and maintain a differential value advantage are typically those organizations that are the market leaders. If customer value analysis is done correctly, the analysis will direct strategic initiatives designed to enhance the organization’s competitive value proposition and market share (Click here for a case study).
