Strategic Corporate Performance Management: A Customer- Oriented Approach

Lilia Dvorakova and Olga Faltejskova

A chapter in Corporate Governance and Strategic Decision Making from IntechOpen

Abstract: The contemporary world is characterized by enormous development of globalization on the basis of fast spread of information enabled by modern information technologies. The development of the last decades is very difficult to predict. Under these conditions, the society's paradigm is changing as for the corporate economy management. The significance of non-financial indicators grows, they, in connection with the financial ones, can identify conditions much better and influence corporate performance indicators. An important role is played by the interdisciplinary holistic approach to corporate management, responding to rapid changes in production related to the individualization of the products according to customer requirements and shortening its life cycle. Under these conditions, the most important factor for market success becomes a customer, whose satisfaction and loyalty to the company must be measured to be able to create conditions for stable growth corporate performance. The great attention is also given to the theoretical basis on which corporate performance management is created. The most important part of customer-oriented management is data acquisition from the measurement of customer experience. The questionnaire survey was the basis for gaining of the primary data source for the customer's satisfaction and loyalty measurements on the net promoter score (NPS) principle.

Keywords: customer satisfaction; net promoter score; performance; strategic management (search for similar items in EconPapers)
JEL-codes: Q56 (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:ito:pchaps:118284

DOI: 10.5772/intechopen.69708

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