Customer satisfaction and customer loyalty

In my thesis "Customer satisfaction and customer loyalty in technical sales of medical technology products in national B2B markets" for the degree program Sales Engineer, Technical Sales Manager, I investigate the decisive influence of after sales service on customer satisfaction. In doing so, I have determined specific customer satisfaction levels in our field by applying proven methods such as the Net Promoter Score (NPS) and the Customer Satisfaction Score (CSAT). These methods make it possible to gain detailed insights into the satisfaction of our customers and measure their loyalty.By comparing the collected data with existing theories and scientific papers, I was able to gain well-founded insights. I used these findings to derive targeted measures to improve customer satisfaction and strengthen customer loyalty. My aim was to develop practical and implementable strategies that not only increase customer satisfaction, but also promote long-term business relationships.

Autorentext

O meu nome é Thomas Becker, Engenheiro de Processos/Líder numa empresa global com mais de 47.000 funcionários. Na unidade de negócio Health and Medical Solution, actuo como elo de ligação entre os clientes, o desenvolvimento técnico e a produção.