| Extensive research has been conducted investigating the link between employee satisfaction and customer satisfaction in an attempt to drive customer satisfaction and profitability. However, little research has been conducted focusing on the satisfaction of specific employee groups on a particular facet of customer satisfaction. This study examined the relationship between the satisfaction of sales professionals and the overall satisfaction customers reported with the sales process. Employee satisfaction data of sales professionals from a Fortune 500 software company were correlated with data from the customer satisfaction survey. The results indicated a significant correlation between employee satisfaction on training, management, performance management and compensation/benefits. Business implications of these results are discussed. |
