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ISS: driving profits through customer satisfaction

Author: Reinartz, Werner J. ; Lelong, ChristianINSEAD Area: MarketingPublisher: Fontainebleau : INSEAD, 2006.Language: EnglishDescription: 17 p.Type of document: INSEAD CaseNote: Latest version available via https://publishing.insead.eduAbstract: In the domain of customer management, one can observe that in recent years, managers have, relatively speaking, shifted their attention away from satisfaction and loyalty issues and directed their attention more and more towards customer profitability issues. The objective of this case is to investigate the chain from service quality, customer satisfaction and customer retention, to revenues and profits - the so-called Satisfaction-Profit Chain. In particular, the goal is to outline the critical managerial issues when trying to implement the chain, i.e., measuring and managing the various stages. The situation is illustrated with the example of ISS, a large Danish B-to-B services firm.Pedagogical Objectives: The case aims to illustrate the mechanics of the Satisfaction-Profit Chain. More specifically, how the individual components of the chain are measured, how these components are linked in practice and how the entire chain can be managed.
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Latest version available via <a href=https://publishing.insead.edu>https://publishing.insead.edu</a>

The case aims to illustrate the mechanics of the Satisfaction-Profit Chain. More specifically, how the individual components of the chain are measured, how these components are linked in practice and how the entire chain can be managed.

In the domain of customer management, one can observe that in recent years, managers have, relatively speaking, shifted their attention away from satisfaction and loyalty issues and directed their attention more and more towards customer profitability issues. The objective of this case is to investigate the chain from service quality, customer satisfaction and customer retention, to revenues and profits - the so-called Satisfaction-Profit Chain. In particular, the goal is to outline the critical managerial issues when trying to implement the chain, i.e., measuring and managing the various stages. The situation is illustrated with the example of ISS, a large Danish B-to-B services firm.

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