customer orientation is the regular acquisition of the wishes, needs and expectation of customers as well as their realization in products, services and interactive processes. The purpose is to ensure stable, reasonably economic relations with the clients.
Two levels:
- Information level (what do we know of customers, which information collected, how are they organized, and how can they be used in processes: marketing, production..)
- Customer level
- quality of products,
- of services,
- flexibility of services realization,
- qualification of salesperson as well as their
- flexibility,
- reliability and
- friendliness,
- treatment of
- interaction between customers and employees
Success formulas:
- personal interaction with customer
- knowledge of the customer (needs, expectation, desires)
- check customer satisfaction
- problem solving suggestions
- customer oriented organization
- customer oriented employees
