Is CSM relevant to my organisation?
All organisations with customers need to know how satisfied their customers are even where a virtual monopoly exists at the moment there is always the danger that a competitor will appear, and in any case satisfied and loyal customers come back from choice more often than dissatisfied customers come back when they have no option. Unless you are in the rare situation of having only one or two customers (and indeed only a few customer contacts) the only reliable way to understand how satisfied your customers are is by carrying out a full CSM survey.
