Strategic Management Process – Meaning, its Steps and Components
The strategic management process means defining the organization’s strategy. It is also defined as the process by which managers make a choice of a set of strategies for the organization that will enable it to achieve better performance. Strategic management is a continuous process that appraises the business and industries in which the organization is […]
How is B2B Marketing Done ? – Process of Business to Business Marketing
Business marketing refers to the sale and purchase of goods and services between two businesses. Let us understand the complete process of Business to Business Marketing No client would like to invest in your brand unless and until it stands apart from the rest. Your products and services must stand apart from the rest to […]
Relationship Management is not a Marketing Strategy Alone
Customer Relationship management is a two way interaction. The Organisation has got to devise ways and means to reach out to the customer and more importantly receive the feedback received from the customer. There are two important aspects to be considered in a Customer Relationship Management. First is the customer interaction in terms of quality […]
Relationship Marketing Background and Theory
Introduction The world of business has altered a great deal in the last few decades or so, globalization and information technology has produced a young breed of well-informed customers. And so the marketing theory has also undergone changes. Service based industry is now at the forefront in the economic evolution. Therefore, to sustain a loyal […]
International Retail Fashion and Ethics
One of the positive effects of the rapid globalization is the increasing awareness amongst people and society about ethical and moral as well as environmental issues. While political leaders and global organisations as well as scientists are concerned about global warming and loosing energy crises, we see the birth and rapid growth of green earth […]
Take the case of any organization that is considered to be a global leader or a product leader and you will find that the recipe for success lies in the customer centered culture and approach that has been built up in the Company. The customer orientation is not limited to customer service or the front ending staff alone. This orientation goes a lot more deeper in terms of being the core value and focus of the entire organization including the management, the product development groups as well as the marketing and the service staff. You can in fact identify clearly the communication channel that is open across all levels right up to the highest level where in any information about the customer flows through fast and is acted upon immediately without waiting or wasting time.
Being customer oriented is an attitude that should be cultivated by each and every working professional. For tomorrow’s business managers and today’s management students, this becomes an essential quality that can propel them to greater heights in their career path.
Path breaking sales and marketing strategies are designed and implemented by those who know their customers better than the customer’s themselves and are able to pre-empt customer’s requirements before anyone else does. This is an attitude that a professional should cultivate as a personal skill irrespective of the Organizational or team’s orientation and attitude.
To define customer orientation attitude that is required to be imbibed and developed, a bit of detailing here will be useful. There are many managers and team leaders who sit in the comfort of their air conditioned offices and believe that the reports, analysis, data as well as conference calls with the customers or meeting with the customer regularly for review gives them a good idea of what is happening with the customer. Managers and organizations cannot spin themselves into leadership position with this kind of approach. At organizational as well as individual level what is required is the attitude and approach to live with the customer, to know the customer’s needs and pain areas even before the customer feels it.
Take the case of star performers in any organization and you will find that those managers are literally married to their customers. They practically live with their customers, go through every experience that their customer goes through and looks at their own product or service from the customer’s point of view. Putting yourself into customer’s shoe is but the surest way to success. Living With the customer makes it easy for you to understand customer’s needs, his expectations, his dreams as well as customer behavior and attitudes etc which make it possible for you to tailor make solutions and products that match as well as exceed customer expectations. Living with the customer ensures that you grow the account on long term basis.
Whatever be your area of work, be it marketing, project management or production, it is essential to have the customer oriented attitude and it helps you see things which the others may not be able to. Another important fact is that you will be able to not only look at your customer’s and markets needs today, but you are able to sense their needs and expectations that are going to come up tomorrow. Getting to understand where your customer is headed tomorrow, gives you clear indications on how you should get your organization positioned to be relevant to the customer and markets as well as to plan to engage with your customers in partnership for future.
Star performers are not only hard workers but are smart workers who truly believe that their Customer is the King.
Your email address will not be published. Required fields are marked *
Customer-oriented Leadership: From being a Service Provider to Strategic Partner
February 12, 2025
Customer Intimacy: A hidden force to be reckoned with for market success
February 12, 2025
