At the eBig.org Venture/Startup SIG meeting last night, Phill Cullen of Acqua Consulting explained the importance of managing and measuring customer satisfaction as a means to increase customer loyalty and drive revenue. Drawing on his Peoplesoft experience, Cullen outline a nine point framework for tracking customer satisfaction. Even young firms that can’t afford a customer sat. consultant can use tools like Net Promoter to start tracking and improving customer satisfaction.