Porter Research integrates the knowledge value chain by systematically collecting market data, transforming that data into targeted and actionable knowledge, and leveraging that knowledge in your go-to-market planning and execution.

We provide you with the reach and richness of business intelligence to carefully assess your target market. And, we offer the ability to enhance the speed and precision of your go-to-market planning and execution through business consulting and training.

Customer Loyalty and CRM Research

Why is loyalty so important to software companies when evaluating customer satisfaction? Customer loyalty is essential to ensure the long-term success of technology companies.

As marketing guru Jack Trout remarked: “In a highly competitive world, meeting new customers is exceptionally difficult. That’s why hanging on to old ones is so important.”

Loyal customers purchase more products, require less sales effort, and cost less to support than non-loyal customers. Plus, they serve as great references for prospects that might consider buying your products and services.

Porter Research can do more than just develop a complete set of customer satisfaction metrics for your company. We delve deeper by providing benchmarks for best-in-class metrics in four critical areas: Value, Partnership, Quality, and Service.

We provide guidance on optimizing the Service-Value Chain, spanning customer loyalty, service value, and financial success.

Key questions addressed in Customer Loyalty Surveys include:

• How satisfied are your customers with your company, products, and services?
  
  
• Do your service capabilities match customer expectation?
  
  
• How does your customer satisfaction compare with your closest competitor’s?
  
  
• For what reasons do customers "defect?"
  
  
• How do your customers define the service value you deliver?
  
  
• Would your customers switch to another vendor that offered similar technology at a competitive price?
  
  
• Are there consistent patterns of satisfaction or dissatisfaction that have a major impact on the performance of your organization
  
  
• How do you index employee satisfaction for performance and compensation evaluation purposes?

Retaining customers and employees is easier than finding new ones. But, it still requires commitment and regular assessment of the strength of the relationship in order to win loyalty. To find out how to get a copy of a sample Customer Loyalty survey instrument, please click here.