Conference paper

THE CUSTOMER – ORIENTED APPROACH: THE CONCEPT AND KEY INDICATORS OF THE CUSTOMER DRIVEN COMPANY

Ludmila S. Latyshova orcid.org/0000-0002-6470-8222 ; The Russian Presidential Academy of National Economy and Public Administration Institute of Sectoral Management, Marketing Department, Russia
Yuliya V. Syaglova ; The Russian Presidential Academy of National Economy and Public Administration Institute of Sectoral Management, Marketing Department, Russia
Olga K. Oyner ; National Research University – Higher School of Economics Department of Marketing and Management, Russia

Abstract

The theoretical background of the customer - oriented approach is considered. The author’s understanding of this concept for nowadays is to pay much attention to indicators of customer focus, dividing them into external, such as customer satisfaction and loyalty index; and internal, which are based on the performance of staff involvement. The concept of customer focus today - is the basis of competitiveness, sustainable development of the company through effective alignment of business processes of the organization of client relations.

Keywords

customer-oriented approach; customer-centric company; customer focus; business processes; the key indicators of the customer driven company; the employee engagement

Hrčak ID:

161648

URI

https://hrcak.srce.hr/161648

Publication date:

1.10.2015.

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