What do you do to get customer focus in an organization?

Abstract

The advocacy of customer focus in all types of organization, to achieve customer satisfaction and sustain business performance, is widespread. However, practical guidance for managers, in terms of how to build and maintain customer focus, is more difficult to find. Introduces a customer relationship scale to evaluate a company′s customer focus, and then discusses a variety of practical approaches to improving customer focus. Concludes with a number of questions to be confronted in addressing the realities of the customer focus issue.

Citation

Piercy, N.F. (1995), "What do you do to get customer focus in an organization?", Marketing Intelligence & Planning, Vol. 13 No. 6, pp. 4-11. https://doi.org/10.1108/02634509510094129