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IDENTIFY CUSTOMERS

IDENTIFY CUSTOMERS. Describe why and how companies identify external customers Explain the importance of serving internal customers well. Customers. External customers are the people who buy a company’s products or services.

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IDENTIFY CUSTOMERS

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  1. LESSON 2.1 IDENTIFY CUSTOMERS Describe why and how companies identify external customers Explain the importance of serving internal customers well

  2. 2.1 Customers • External customers are the people who buy a company’s products or services. • Internal customers are the people within an organization who rely on one another for the information and resources they need to perform their jobs.

  3. 2.1 External Customers • Companies spend a great deal of time, effort and money to create descriptions of their external customers. • By analyzing descriptions of customers, companies can • Identify products customers need and want • Identify prospects • Target advertising

  4. Age Gender Ethnic group Income level Family size Occupation Educational level 2.1 Demographics

  5. 2.1 Database Information • Computerized databases of customers can be used as starting points for analysis. • Companies connect demographics with database information to learn about buying patterns.

  6. 2.1 Types of Internal Customers

  7. 2.1 Help Internal Customers Do Their Job • Ask internal customers what they need • Honor commitments to internal customers

  8. 2.1 Service Level Agreements • Service level agreements (SLAs) specify the services expected of each department and the time frames in which services are to be provided.

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