Is business value the same as customer satisfaction?

Dear Luis,

sometimes adding value to business (in the view of a CEO) might result in increased business satisfaction. And sometimes increased business satisfaction will correlate with customer satisfaction, but is there a cause/effect?
I know that some CEOs do not care how customers feel once they contributed to revenue and profit targets.
And I have seen customers satisfied though they receive dis-benefits, e.g. loss of jobs and income, less freedom of decision making, delays - but less than announced (this is a matter of stakeholder engagement or change management).

On the other hand, decreased customer satisfaction may lead to side effects on other business like reputation damage.

And even customer satisfaction has multiple facets, depending on whom you ask on customer side - users or executives.

So, no again, customer satisfaction and business value are not the same, and often not even related.

Customer satisfaction is an indirect input into creation of business value if that satisfaction results in more business, referencebility, etc.

It is not the only creator of business value, however.

Kiron

Dear Abolfazl
Thank you for participating in this reflection and for your opinions.

When, in project management, you address the topic: "Adding value to the business", is there, in your opinion, any relationship with customer satisfaction?

Business value comprehends multiple aspects, such as employees, money, customers, and mainly societal value.
So, we can say that customer satisfaction is part of this concept because if the company gives customer value as products or services that satisfy their needs adequately, this will derivate in high-level customer satisfaction.

Customer satisfaction is but one dimension of quality, based on a defined criterion.

Business value is the difference between the cost of of a business product, service or result and its perceived worth.

I think most companies have to concern about satisfying their customers. But the degree of concern depends on each company's competitive advantages.

I would say, yes. It may. depends on the nature of the business.

Dear Stéphane
Thank you for your opinion
Is the "customer satisfaction" dimension present in business models? (new and/or changed)