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1 customer focus
Mktgan organizational orientation toward satisfying the needs of potential and actual customers. Customer focus is considered to be one of the keys to business success. Achieving customer focus involves ensuring that the whole organization, and not just frontline service staff, puts its customers first. All activities, from the planning of a new product to its production, marketing, and after-sales care, should be built around the customer. Every department and every employee should share the same customer-focused vision. This can be aided by practicing good customer relationship management and maintaining a customer relations program. -
2 customer relations
Mktgthe approach of an organization to winning and retaining customers. The most critical activity of any organization wishing to stay in business is its approach to dealing with its customers. Putting customers at the center of all activities is seen by many as an integral part of quality, pricing, and product differentiation. On one level, customer relations means keeping customers fully informed, turning complaints into opportunities, and genuinely listening to customers. On another level, being a customer-focused organization means ensuring that all activities relating to trading—for example, planning, design, production, marketing, and after-sales of a product or service—are built around the customer, and that every department and individual employee understands and shares the same vision. Only then can a company deliver continuous customer satisfaction and experience good customer relations. -
3 consumerism
Mktgthe influence of the general public, as end users of products and services, on the way companies manufacture and sell their goods. Consumers exert considerable power over companies as organizations become more customer-focused. Demand is rising for products that are high quality, ethically produced, well priced, and safe, and consumerism pressurizes companies to operate and produce goods and services in accordance with the public’s wishes. In fact, the aims of consumerism are not at odds with those of marketing (see marketing management), as both have the end goal of pleasing the consumer. In practice, however, marketing does not always succeed, and there is still a need for legislation to back up the right of consumers to demand products that are of good quality and for consumer protection bodies that influence the commercial world on consumers’ behalf. A particular form of consumer pressure, motivated by environmental concerns, is green consumerism, which campaigns for environmentally friendly goods, services, and means of production. -
4 learning organization
Gen Mgtan organizational model characterized by a flat structure and customer-focused teams, that engenders the collective ability to develop shared visions by capturing and exploiting employees’ willingness, commitment, and curiosity. The concept of the learning organization was proposed by Chris Argyris and Donald Schön as part of their work on organizational learning, but was brought back to public attention in the 1990s by Peter Senge. For Senge, a learning organization is one with the capacity to shift away from views inherent to a traditional hierarchical, organization, toward the ability of all employees to challenge prevailing thinking and gain a balanced perspective. Senge believes the five major elements of a learning organization are mental models, personal mastery, systems thinking, shared vision, and team learning. Because of the requirement for an open, risktolerant culture, which is the opposite of the corporate culture of most organizations today, the learning organization remains, for many, an unattainable ideal. -
5 Six Sigma
Opsa data-driven method for achieving near perfect quality. Sigma is the Greek letter used to denote standard deviation, or measure of variation from the mean, which in production terms is used to imply defect. The greater the number of sigmas, the fewer the defects. In true Six Sigma environments, companies operate at a quality level of six standard deviations from the mean, or at a defect level of 3.4 per million. Six Sigma analysis can be focused upon any part of production or service activities, and has a strong emphasis on statistical analysis in design, manufacturing, and customer-oriented activities. It is based on statistical tools and techniques of quality management developed by Joseph Juran. It was pioneered in the United States by Motorola, and subsequently became much more popular in the 1990s after its adoption by General Electric under Jack Welch.
См. также в других словарях:
customer-focused — UK US (UK also customer orientated) ► paying great attention to the needs and opinions of customers: »The internet is making TV much more customer focused. customer focus noun [C or U] ► »This article describes the need for all companies to have… … Financial and business terms
Customer satisfaction — Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as the number of customers, or percentage of total… … Wikipedia
Customer experience transformation — (CxT) is a strategy that uses business process management to enhance customer service experience from any customer touchpoint. The objective is to provide companies and their customer service organizations with the tools needed to move customers… … Wikipedia
focused — UK US (also focussed) /ˈfəʊkəst/ adjective ► giving a lot of attention, time, effort, etc. to one particular area of a business, and knowing exactly what you want to achieve: »The chief executive of the company attributes their success to focused … Financial and business terms
customer focus — customer focused UK US (UK also customer orientated) ► paying great attention to the needs and opinions of customers: »The internet is making TV much more customer focused. customer focus noun [C or U] ► »This article describes the need for all… … Financial and business terms
customer-oriented — UK US adjective (UK also customer orientated) ► CUSTOMER FOCUSED(Cf. ↑customer focused) … Financial and business terms
Customer experience systems — are integrated business and operational support systems (BSS/OSS) that particularly address service providers’ mandate of focusing on the customer experience. Systems Reflect New Customer Orientation In the past, service providers (wireline,… … Wikipedia
Customer advocacy — Marketing Key concepts Product marketing · Pricing … Wikipedia
Customer relationship management — (CRM) is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes principally sales activities, but… … Wikipedia
Customer to customer — (C2C) markets are innovative ways to allow customers to interact with each other. While traditional markets require business to customer relationships, in which a customer goes to the business in order to purchase a product or service. In… … Wikipedia
Customer service — is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002),[1] “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a… … Wikipedia
