“For a macro cross-industry view, however, consider the robust methodology used in The American Customer Satisfaction Index (ACSI), developed by Claes Fornell in conjunction with the National Quality Research Center (NQRC), Stephen M. Ross School of Business at the University… — Robert Thompson Copy Share Image
“The results are clear. Charting the American Consumer Satisfaction Index against worldwide investments in CRM software and services – which went from zero 15 years ago to nearly $15 billion in 2011 – the corresponding bump in satisfaction has been exactly zero.” — Michael Hinshaw Copy Share Image
