CUSTOMER FOCUS

CUSTOMER FOCUS

factors
1. decide
2. communicate
3. satisfy
  1. hAPPY
document
1. Waters (2007) states that customer is not
DETERMINING CUSTOMER REQUIREMENTS
1. “All organizations have customers” and they “exist to create and retain satisfied customers – those that do not do so,fail to survive”
  1. “it is essential for the survival of an organization that it determines customer requirements”.
  2. “to seek to establish customer needs and expectations”
    1. It involves the management system and the marketing process to satisfy customers.
Understanding Customer Needs
1. In order to determine the needs and expectations of the client you need to answer some questions.
  1. Who are our customers?
    2. Where are our customers?
      2. What do customers buy?
        What is value to the customer?
        Which of the customer’s wants are not adequately satisfied?
COMMUNICATING THE IMPORTANCE OF REQUIREMENTS
1. Attention
2. The communication permits to transfer information to satisfy customers’ needs.
Statutory and Regulatory Requirements
MEETING REQUIREMENTS
1. In sum, Customer Focus integrates all the actors in the logistic chain with their needs and wants. Each one is a customer to be satisfied in all his requirements under legal, environmental and statutory regulations.An organization survives if internal or external members find their needs.

Resource summary

	Created by Camilo Fonseca almost 7 years ago