KPI’s measure the realized performance of the organization while CSFs are the performance drivers (that which can boost the performance). Furthermore, KPIs are linked together and among the four perspectives of the Balanced scorecard. At the end of the chain of linkages there is for example the objective to improve revenue growth (financial). This can be backtracked to the objective of increasing market share (customer).
In order to accomplish this, higher customer retention is required. Having a good customer satisfaction rating helps toward this goal and can have a positive effect on cross selling rations (internal).
To improve customer satisfaction, we probably need to spend more time talking and listening to our customers. More face to face time with our customers starts the whole process. It is even thinkable that the quality of face to face communication is increased by better employee satisfaction and soft communication skills (learning/innovation).
