MKTG 2030 Chapter Notes - Chapter 10: Gluten-Free Diet, Nutella, Customer Relationship Management
Document Summary
What is customer focus: an organizational philosophy that guides decision making. An organization that is customer focused makes decisions from outside in. That is, the organization first considers customer needs and then attempts to satisfy those needs. All decisions are made with the customer in mind. It is the customer who determines what a business is, what is produces, and whether it will prosper. peter drucker: bullet 1. In customer-focused businesses, senior management is deeply committed to making all decisions based around the customer: bullet 3. It is the commitment by each and every employee to make every customer interaction with the brand an opportunity to reinforce brand values: bullet 4. It is not merely collecting and disseminating data on the customer using customer relationship management (crm) tools: product focus- a narrow minded and myopic organizational philosophy that guides decision making. An organization that is product focused makes decisions from the inside out.
