Linking Customer Satisfaction To Financial Achievement Of Enterprise

The research on the relation of the customer satisfaction and the financial achievement is a focus thesis in these years. But as these researches, The hypothesis is looked as an axiom, that says "The customer satisfaction has a great improvement to the financial achievements of enterprise." They try their best to demonstrate the hypothesis from the traces in one or two industries. Then spread the results to any industries and any phase during a life of an enterprise. In fact, because of the difficult process for measuring the index of the customer satisfaction, various methods and models, the financial Data, and the other factors that can effect the financial achievement, the different exhibitions during the different periods, the effects from the customer satisfaction exceeds or lags and so on, the researches of these can not go far away. And at the present time, there is no way to prove the relations between the two things still.Here has a wide view about these researches. The object of the research is enterprise commonly, not specifically. The writer have a mind to distinguish any industries and any phase during a life of an enterprise from each other. And overcome the modus operandi that emphasize to decomposing the object unduly for emphasizing the numeral analysis. And make building when taking apart. Through these methods, depress misadvise from the above simple viewpoint. Trough studying the results in correlative literature, analyzing the relation between the customer satisfaction andmarket share, productivity and Profit margin in detail. And get these conclusions: The relations of the customer satisfaction and financial achievement of enterprise are very different in different industries, different market competition environment, and different phases during a life time of an enterprise. There is a balance state between customer satisfaction and productivity; Customer satisfaction and market Share has the relations about positive or relativity; Customer assets is the main resource about the financial achievement in the future; Customer satisfaction becomes an important financial index for forecast the future of the enterprise and the whole economy. The most important standpoint is: Customer satisfaction can drive the improvement of the profit margin.The innovation is: the relations between the customer satisfaction and financial achievement are very complex. And point out that customer satisfaction may not always improve the financial achievement. More factors restrict and affect the result.As the global economy comes, the Chinese enterprises must compete with the foreign advanced enterprises drastically at the same time and the same space. The contests for...