Systems and methods for customer relationship evaluation and resource allocation

Abstract

Customer relationships, particularly in a business-to-business environment, are evaluated and enhanced by generating actionable inferences through the measurement and analysis of both customer satisfaction and customer importance. Customer satisfaction information is captured from both an internal channel comprising key internal customer contacts or boundary employees, as well as an external channel comprising representatives from a plurality of identified respondent profile groups. Customer Importance is also considered in the overall analysis and interpretation of the customer satisfaction. By incorporating all the internally reported customer satisfaction, the externally obtained satisfaction figures and the customer importance scores, a framework is provided for the analysis of various relationships which can help to identify relationships that are in critical need of attention, isolate critical areas of improvement, and identify trends across various respondent profiles and lifecycle phases in a manner that optimizes the use of vendor organizational resources.