Service level and Value to Customer as key business drivers: a case studying a leader truck industry

Since customer satisfaction analysis traditional approaches are out-ofdate and do not adequately fit information about customer expectations on services, in this paper we propose a new theoretical approach: the Customer Experience Management. Moreover this paper describes our analysis on the perceived value by customer according to the services that a company supplies. This analysis presents two different approaches: the qualitative and the quantitative one. Therefore we here define innovative way of studying customer satisfaction using both kind of analysis. Basing on the information gathered from the qualitative analysis, we develop a quantitative model to estimate and confirm the causal relations between process Key Performance Indicators. Finally we discuss a case study that demonstrates how we have applied our methodology to a multinational company operating in the automotive industry: Iveco. Specifically the case study focuses on Iveco Customer Service. Our customer value analysis enables management measuring and monitoring return on investments starting from the customer satisfaction and profitability analysis.