Study Based On The Value Of Customer Satisfaction And Business Performance Relationship

With the development of science, technology and society, the market environment has changed tremendously during the past years. As a result, numerous new problems have emerged and "customer satisfaction" is gradually becoming one of the important concerns for both enterprises and customers.Enterprises cannot grow and progress without customers. In the new environment, it is most important for enterprises to research and manage customers, including how to retain customers, how to satisfy customers and so on. Now, a lot of domestic enterprises are trying on "customer satisfaction" . Companying with enterprises' implementation, academes have carried a lot of researches on " customer satisfaction" . However, most of the researches cannot explain what' s the relation between "customer satisfaction" and enterprise profits.This study focuses on the relation between " customer satisfaction" and enterprise profits by integrating the principles of the value theory and longitudinal method. At the same time, in order to optimize enterprises resources, this study attempt to classify customer satisfaction index by customer weightiness and enterprises. I hope that my study will be helpful to enterprises to implement their "customer satisfaction management successfully.