Customer Driven Organization

1. 1 Customer Driven Organization

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5. 5 Learning Objectives When you have completed this module you will be able to define the key concepts associated with the Customer Driven Organization and you will be able to: Understand the vital importance of the customer to any organization See the value in having excellent service for both internal and excellent customers Identify the factors that can prevent an organization from maximizing customer value

6. 6 Learning Objectives Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven Identify different customer types and interact appropriately with them

7. 7 Introduction

8. 8 What is a Customer Driven Organization? A customer driven organization is one that: Listens to its customers Integrates customers into its business and vice versa Provides customer focused solutions Has a culture which positively embraces the customer

9. 9 Benefits of Being Customer Driven The organization gains the following benefits:

10. 10 Benefits of Being Customer Driven Loyalty of Customers Customers will stay where they feel they are being valued Customers will receive what they require Customers will trust the organization Business will be protected from the competitors

11. 11 Benefits of Being Customer Driven Focus on Value Add The organization will focus its resources on the activities which add value for the customer Customer driven operations focus on what the customer wants Core competencies can be identified and developed so as to deliver what the customer values

12. 12 Benefits of Being Customer Driven Service as a Differentiator Quality of product or service is taken as a prerequisite for doing business - service is what differentiates customer driven organizations Service will increase loyalty Service becomes a cultural aspect as well as a functional aspect of the organization

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