Measuring Customer Satisfaction to Identify Areas of Sales

Improvements in Saturated B-2-B Markets

Business & Finance, Management & Leadership, Management
Cover of the book Measuring Customer Satisfaction to Identify Areas of Sales by Arend Grünewälder, GRIN Publishing
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Author: Arend Grünewälder ISBN: 9783640169771
Publisher: GRIN Publishing Publication: September 18, 2008
Imprint: GRIN Publishing Language: English
Author: Arend Grünewälder
ISBN: 9783640169771
Publisher: GRIN Publishing
Publication: September 18, 2008
Imprint: GRIN Publishing
Language: English

Seminar paper from the year 2008 in the subject Business economics - Business Management, Corporate Governance, grade: 2,0, University of applied sciences, Düsseldorf, course: Sales and Key Account Management, 16 entries in the bibliography, language: English, abstract: This work is about measuring customer satisfaction with the focus on B-2-B markets. In the first chapters the determinants are explained along with the problem of a not well designed measuring program. The intention of this work is to analyze and describe a thoroughly conducted research on satisfaction of industrial customers. The main chapter is organised according the chronological steps for a common research in that field. Each chapter or research element illustrates a correlation to the specific situation of suppliers in B-2-B markets. Basically, this work suggests planning a survey on customer satisfaction in two major steps: firstly, to explore the expectations and attitudes in a qualitative research, and then, based on the first step, to interview customers on their perceptions concerning how well the firm is meeting those expectations. Before drawing the conclusion of this work, the importance of customer satisfaction for companies competing in saturated markets is investigated.

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Seminar paper from the year 2008 in the subject Business economics - Business Management, Corporate Governance, grade: 2,0, University of applied sciences, Düsseldorf, course: Sales and Key Account Management, 16 entries in the bibliography, language: English, abstract: This work is about measuring customer satisfaction with the focus on B-2-B markets. In the first chapters the determinants are explained along with the problem of a not well designed measuring program. The intention of this work is to analyze and describe a thoroughly conducted research on satisfaction of industrial customers. The main chapter is organised according the chronological steps for a common research in that field. Each chapter or research element illustrates a correlation to the specific situation of suppliers in B-2-B markets. Basically, this work suggests planning a survey on customer satisfaction in two major steps: firstly, to explore the expectations and attitudes in a qualitative research, and then, based on the first step, to interview customers on their perceptions concerning how well the firm is meeting those expectations. Before drawing the conclusion of this work, the importance of customer satisfaction for companies competing in saturated markets is investigated.

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