(PDF) Customer-centric strategy
Develop a written discussion paper on the strategic customer service aims of organisations and the customer service values.
22 Pages5669 Words231 Views
Added on 2021-01-01
(PDF) Customer-centric strategy
Develop a written discussion paper on the strategic customer service aims of organisations and the customer service values.
Added on 2021-01-01
ShareRelated Documents
CUSTOMER FOCUS FOR STRATEGICADVANTAGE
INTRODUCTIONCustomer focus is very imperative in this competitive environment. Organizationdevelops different strategies to get customer’s attention. This report is about Crabtress Ltd. thatis a real estate organization of United Kingdom. Reports help in identifying relation betweenmission, vision and objectives of organisation. Further, it covers explanation of connections between customer service strategy and anorganisation’s market positioning. After this, the report will explain the concept of listening in anorganization. Lastly, it consist about the importance of customers services to stakeholder.TASK 11.1 Consumer is the king of market and every organization produces products according tocustomers’ needs and desires. An organization focus on needs of customers and draft planaccording to their requirement. They adopt various strategy to implement plans. (Bailey andet.al., 2018). The SMT (Senior Management Team) of Crabtrees Ltd frames organizationalvalues such as vision, mission and objectives to keep their customers in mind. Link betweencustomer focus and organizational rules-Values- SMT of Crabtrees Ltd has its own core values like excellence, customer’s respect,integrity, community etc. Those values are decided according to customer’s taste and demand.Main purpose of value is to provide customers’ satisfaction.Vision- In order to satisfy customers requirement they provide them with comfortableaccommodation with well developed society area. They render quality services to fulfilcustomers requirement. SMT of Crabtrees Ltd provides comfortable and valuable services atlow cost. Mission- they provide excellence services to become leading real estate organisation. SMT ofCrabtrees Ltd provides their best services to customers with their prefixed mission.Objectives- Designing, developing and leasing properties to the customers are the objectives ofCrabtrees Ltd that provides properties to customers according to their investment.Further, italways focuses on customers’ requirements and provides services that satisfy them.1
1.2 Users are becoming increasingly demanding in today's era. They not only want highchoice commodities but they also expect high quality customer services. The SMT of CrabtreesLtd evaluates market demands and customer’s expectations. They also decided to implementnew products and services to their consumers and gain its former share.Identify gap - SMT determinegaps between customer beliefs and actual employment providedat contrasting stages of service transfer (Bryson, 2017).Evaluate consumer expectation- Situational expectations are helpful to evaluate consumers’expectations. SMT identify customer demand which reflect human relationship between thecustomer and supplier of product or service.Needs and Values- SMT To meet customers expectation the provide quality services. Companysatisfy demand of customers by utilising there resources.Human Resource Policy- Human resources policies are adopted by company to fill gap betweenexpectation and reality. They design products according to desire of customers. Their mainmotive is customers satisfaction. 1.3. Consumer service scheme – Impressive customer services strategy play major role in growth ofenterprise. Customer care services help in creatingsatisfaction among customers, helping to holdloyal customers and to gain levels of enterprises globally. Organization market positioning - It plays vital part for organizational and business strategy.Positioning is the key to effective marketing strategic planning. Organization’s marketpositioning increases the sales, stakeholders’ interest and also helps in maintaining the goodwill.Market aligning help in creating brand image of company.Customer service strategy creates customer service vision and understands theirresponsibility (Cooper, 2017). Positioning refers to business identity of a brand.Positioning and customer services strategy assesses customers’ needs.Market positioning and consumer service strategy helps to set goals according toconsumers’ needs and wants. It helps to reach their organizational goals.2
Having a strong vision and effective strategies for market positioning is a criticalcomponent for occurrence of any organization. Client service strategy is necessary for thegrowth of organization and business.1.4.Financial Execution- It includes analysis and representation of business statement of theorganization or business.A Financial Report is a summary of Business Performance. reportsidentify the financial wellness of a business. Financial performance includes analysis -On the job AnalysisFinancial construction AnalysisAction AnalysisProfitability Investigation Business Growth-Business growth is a stage, which reaches the point for sales expansion,market expansion, business value and growth. Business growth requires organizational systemand procedures that will manage growth in effective manner. Maintain the owner andmanagement role helps in business growth.Build Infrastructure – Financial performance and business growth helps customers to buildinfrastructure that supports their strategies.Resolve customer issue- customer care strategies helps to resolve issues faced by customer. Continuous Improvement- It improves organizational system and helps in business expansion.It improves team performance and achieves performance targets (Ginter, Duncan. and Swayne,2018). Continuous improvement helps in identifying improvements that any business can adoptin order to attain success. Build a reputation – Business growth help to build reputation in the market and it helps inmarket expansion. Financial performance develops customer care strategies.1.5Client retention- It mentions actions and activities of company. It measures the customers’loyalty and capacity of existing business in market. Consumers’ retention shows that consumersare satisfied with both services and products. Understanding future needs of customers help incustomer retention.s why employee and customers’ feedback is important-3
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
Customer Focus for Strategic Advantage : Reportlg...
|14
|3808
|126
BSB61015: Advanced Diploma of Leadership and Managementlg...
|10
|2107
|52
Manager’s WHS Responsibilities - Presentation by Deskliblg...
|12
|561
|470
Contiki: A Sustainable Tourism Companylg...
|1
|1157
|464
Global Sales Strategy for GMC Utility Group: Mission, Objectives, SWOT, PESTLE, KPI, Product and Market Strategy, Ansoff Matrix, Pareto Principle, and Routes to Marketlg...
|15
|1619
|361
Strategic Planning for Vista Companylg...
|11
|3365
|48