BusinessProject management

Customer-centricity is a number of advantages for any company

Customer-oriented is a rather blurry concept. In order to determine its purpose, it is necessary to identify the main features of this direction in the work of a firm, enterprise or institution. There are a lot of concepts and definitions. But we will use two that more accurately reflect the goals and directions Customer-orientedness. The first provides the company's ability to build relationships with external and internal customers so that they become weighed and mutually beneficial. Second - an alternative, in relation to the classical (4R) rule, the approach to the client. These two definitions complement each other well. That is, the principles of the company, institutions, firms, enterprises explain the achieved result of the work.

"Customer-centeredness is ...": reverse examples

You applied to the bank for the purpose of opening a deposit, a credit card or some other service, of course, hoping to receive a modern service. However, the operator pleasantly surprises you with the fact that you need to pay for the Internet banking service. Another situation. Ordered goods in the online store is brought by the courier not for the first time, but beforehand to warn, calling, does not guess. And here's another familiar case: you call the service. In response, there is an encouraging phrase: "Stay on the line. Every your message is important to us. " But the answer of the operator should wait at times more than half an hour. Client-oriented company in the above examples, of course, under a big question.

"Customer-centeredness is ...": examples for clarity

In order to understand the essence of such a concept, it is a good idea to present it on an example Public and private companies. The first thing that comes to mind is medical services. In case you call the registry of the municipal polyclinic and on the other end of the wire do not lift the receiver for a long time, it is taken for granted. A conditionally free service does not imply a high level of service. But if the clinic is private. And if you are willing to pay for the services of this institution, then the call without an answer will be perceived at least with bewilderment. The larger the amount with which the client is willing to part, the greater his expectations.

"Customer-centeredness is ...": internal principles and rules

If we talk about the internal difficulties of restructuring the company in accordance with this concept, then it is worth emphasizing three issues. The first of these is Customer-oriented staff. Personnel is the link between potential customers and the company. It is he who is behind every new or existing project. Therefore, it is very important that employees understand and share the company's goals, the value of the concept of "customer-oriented", clearly know the procedure for dealing with clients in certain situations.

The second issue, which requires special attention, is financial resources. They are necessary for any restructuring of the institution's policy, firm, enterprise. Not always client-oriented brings great profits in the shortest time. But often this is offset by the company's heavy weight in the market or competitive advantages.

The third question, probably the most difficult one, is the client. For each product and service, it's yours. Therefore, the single rules of client-orientedness are not easy to deduce.

In this article, of course, the topic "customer-orientedness is this" is not opened in the full picture, but as introductory information it is quite acceptable.

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