Customer Focus

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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

Course Information

Course Instructor

Mukesh Krishna Author