Customer Focus

In sales, commerce and economics, a customer (sometimes known as a client, buyer or purchaser) is the recipient of a good, service, product or an idea – obtained from a seller, vendor or supplier via a financial transaction or exchange for money or some other valuable consideration.

• A person who buys goods or services from a shop or business
• A person of a specified kind with whom one has to deal

Customer Focus:

• Customer Focus can be defined as the degree to which a firm continuously satisfies customer needs and expectations.

It includes:  

• Emphasis on customer-defined quality
• Emphasis on customer service
• Integration of customer information for new product development
• Partnering with customer for the product development, R&D, technology forecasting

Importance of customer Focus:

• The customers are the valuable assets for any organization
• The success of an organization depends on the satisfied customer
• The satisfied customer tends to purchase frequently and more
• The manufacturing and service organization use customer satisfaction as the measure of quality
• Identifying the customer expectation is the key to satisfy the customer

Old is Gold:

New Customers:

• Requires significant amount of resources
• High Maintenance and have a lot of questions

Old Customers:

• Are aware of your products and services
• Provide positive referrals