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Market-Based Management 6th Edition by Roger Best
Edition 6ISBN: 978-0130387752Market-Based Management 6th Edition by Roger Best
Edition 6ISBN: 978-0130387752 Exercise 1
How would a business like Enterprise Rent-A-Car manage its customer focus using the customer-focus behaviors and practices presented in Chapter 1?
Explanation
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A strong customer focus enables the firm to work with a customer centric vision which enhances each and every process of operation in an organization and ultimately results in better services and high level of customer satisfaction. It starts from top to down, when top management along with every employee is customer centric.
A customer focused firm believes that customer satisfaction is the only reason for its existence and vital for its survival in the long run. In such companies customer satisfaction is the part of company's vision. Employees are trained for creating a better customer value and customer feedbacks help in the improvement in company's processes.
Businesses like E R-A-C are customer focused and committed towards complete customer satisfaction. For achieving complete customer satisfaction the company takes interviews from a sample of its customers every month. For employee's motivation towards the company's vision, it promotes only those managers whose sales have above-average levels of customer satisfaction. The company trains its new employees not only for the processes but also for the company's customer focused philosophy.
A customer focused firm believes that customer satisfaction is the only reason for its existence and vital for its survival in the long run. In such companies customer satisfaction is the part of company's vision. Employees are trained for creating a better customer value and customer feedbacks help in the improvement in company's processes.
Businesses like E R-A-C are customer focused and committed towards complete customer satisfaction. For achieving complete customer satisfaction the company takes interviews from a sample of its customers every month. For employee's motivation towards the company's vision, it promotes only those managers whose sales have above-average levels of customer satisfaction. The company trains its new employees not only for the processes but also for the company's customer focused philosophy.
Market-Based Management 6th Edition by Roger Best
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