Perspectives on the Value of Customer Satisfaction

Perspectives on the Value of Customer Satisfaction at Software Companies

Virtually everyone in the US interacts with software every day-whether in obvious ways, such as surfing the web, or less obvious ways, such as dealing with your phone bill or driving your car.  Software is inherently very complex with an almost endless number of points of failure.  Problems can range from a confusing user model to the dreaded blue screen of death.  However, the software companies that focus on customer satisfaction and get it right have a significant competitive advantage and enjoy substantially higher returns.  We are fortunate today be talking to the CEOs of two companies that get it right-and have done so for a very long time.  Amit Jain is the founder and CEO of CDI in Lombard, Illinois. CDI develops e-commerce products that are real-time integrated with major ERP systems.  Lane Nelson is president of Harris Data in Brookfield, Wisconsin.  Harris data provides comprehensive ERP solutions to midsized organizations.  We will also be joined by Lane's colleague Ted Kanavas.