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Customer Focus for Strategic Advantage : Report

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Added on  2020-07-23

Customer Focus for Strategic Advantage : Report

   Added on 2020-07-23

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Customer Focus for StrategicAdvantage
Customer Focus for Strategic Advantage : Report_1
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................4TASK 1 ...........................................................................................................................................4Critical analysis of relationship between customer focus, organisational value and objectives 4Analysing the customer expectation and services in context of services offered by anorganisation.................................................................................................................................5Identifying the relationship between customer service strategy and market positioning ofproduct by firm ...........................................................................................................................5Analysing the way financial performance and business growth imperatives impact oncustomer service strategies..........................................................................................................5Significance of customer retention and one-off customer satisfaction when sustaining anddeveloping competitive advantage..............................................................................................6TASK 2............................................................................................................................................6Concept of listening organisation ...............................................................................................6Significance of customers as well as employee feedback in context of achieving a customerservice vision ..............................................................................................................................6Benefits of utilising different listening methods ........................................................................7Evaluating the methods which can be utilised for analysing the information gathered .............7TASK 3............................................................................................................................................8Measuring the effectiveness of approaches related to development of people ..........................8Assessing actions of leaders which contributes to empowerment in customer service.............8Identifying the relationship between development of people, empowerment and servicesrelated to customer service .........................................................................................................8Significance of empowerment in context of improvement in customer service.........................8SECTION 2 .....................................................................................................................................9Determining the way manager utilises recognition and reward of staff to support customerservice strategy............................................................................................................................9Analysing the way motivation and performance model can contribute to the accomplishmentof objective related to customer service......................................................................................9Evaluating the options available that can be utilised for communicating with stakeholders ....9
Customer Focus for Strategic Advantage : Report_2
Determining the reason for presenting customer service strategy to stakeholders.....................9TASK 4..........................................................................................................................................10Analysing the way customer service strategy and objectives lead to the design of customerservice procedure......................................................................................................................10Analysing the contribution of technology in making customer driven procedure effective.....10Significance of continuous improvement as well as services ..................................................10TASK 5..........................................................................................................................................10Comparing two different approaches.......................................................................................10Evaluating the role of manager and other employees in developing, implementing andpromoting continuous improvement in customer services .......................................................11Analysing the challenges which might arise in maintaining customer focus...........................11Demonstrating the way feedback loop is crucial for continuous improvement ......................11Identification of the factor which determines the speed at which customer serviceimprovements can be made.......................................................................................................11CONCLUSION .............................................................................................................................11REFERENCES..............................................................................................................................13
Customer Focus for Strategic Advantage : Report_3
INTRODUCTIONIn present highly competitive business environment focusing on the needs and demandsof customers has become very much important for business entities. It very much crucial forcompanies to fulfil the needs of customers, as this will help them in maintaining thesustainability in the market. The report will include critical analysis of relationship between customer focus andorganisational value as well as objectives. Crabtree Company will be taken into consideration inpresent study. Some approaches to people development in relation to customer service strategieswill be highlighted in the assignment.TASK 1 Critical analysis of relationship between customer focus, organisational value and objectives The main purpose of adoption of customer focus strategy of Crabtree Company is todevelop strong relationship with client and to retain them for long time. It is required by the firmto integrate all their business plans and strategies, as this tactic will assist organisation in meetingthe expectation of customers. It is required by manager in Crabtree to develop execute thedetailed analysis of their strategy as this will support them in identifying the area as well as needfor improvement. In addition, to this, detailed analysis of customer focus will also supportmanagement in setting the relevant objectives (Quirke, 2017). The vision of is CrabtreeCompany is to achieve leadership position in an industry. Objectives of an organisation toprovide memorable experience to its clients. Value of Crabtree Company is that it has focus onquality services at reasonable cost to customers. Fairness and integrity are two principles whichrepresents the value of an enterprise. In context of British telecom, vision of business entity is to be a leading organisation intelecommunication sector. The vision of British telecom, reflects e effectiveness in the servicesprovided by an enterprise. On the other hand , the vision of Crabtree also indicate customerservice, as business entity wants to achieve leadership position by delivering the quality servicesto its clients.
Customer Focus for Strategic Advantage : Report_4

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