The Concept
Customer care, customer centric, customer relationships, customer
satisfaction – more and more companies are becoming aware
of the link between satisfied customers and a strong bottom
line. Chief executives, boards of directors and shareholders
are calling for a focus on the customer. However, many are unsure
how to move their organization from its current orientation
and practices to one that better supports customers.
Achieving and sustaining customer satisfaction requires a range
of activities, including an in-depth understanding of customers,
the alignment of business processes around the customer and
the provision of necessary tools and systems to support employees
in the provision of high quality service delivery. And it must
be cost effective to be sustainable.
Relationship Poker™ The Profitability Play maps out how
an organization can shift to a customer centric approach, including
the use of research, the employee interface, and implementation
of selected practices. |
