Client Satisfaction Management 

Our Business

Our experience and expertise is in setting up and training your team of  Customer Satisfaction Management Associates.  We design effective solutions for improving your CSI ratings which are tailored to your setting and manage the  implementation.  These solutions are easily learned and inexpensive to put into effect.

In most cases no headcount increase is necessary

Over 28 years of managing customer satisfaction in the automotive industry has taught us what works and what doesn’t, what is cost effective, and what creates a Completely Satisfied Customer.  

These solutions are generally applicable to all businesses in which Completely Satisfied Customers are crucial to the bottom line.

Your CSM Associate team will normally pay for itself even before the first Completely Satisfied Customer sends a friend. 

 

  

Who We Are

Carlin Black, company founder and original CSM Associate, has BS and MBA degrees from Stanford University.  Prior to and during his automotive career he worked as an industrial market development consultant.

With a passion for quality and compelling interest in producing top customer satisfaction for a business, he knows the value of positive customer feelings about their purchase experience.  Unsatisfied customers don't fill out surveys and don't buy the product.  And they don't come back.    
 

       come back and send      their friends.