Customer orientation:
As I start this article , I want you to now that these statements about costumer orientation are developed and extracted directly from the sources that I visit early . I hope it will be useful accordingly .
The article starts with whole aspect of costumer orientation and its derivation which is shown below in diagramNo1 .
Customer orientation is of ultimate importance to deliver value added products. There are 4 basic stages for customer orientation
1) Develop
· Development has to be done keeping customer needs into mind.
· Products should be customer oriented.
· The development cycle time should be minimal
1.توسعه
- توسعه می بایست با در نظر گرفتن نیاز های مشترین انجام شود
- محصولات می بایست با حسب سلایق مشتری ها باشند
- چرخه توسعه می بایست در کمترین سیکل زمانی انجام شوند
2) Manufacture
· As per the product, the manufacturing should be such that it gives the best products to the customer
· Quality should not be compromised
· Manufacturing cycle time should be reduced
2.تولید
- از منظر محصول ، تولیدات باید بگونه ای باشد که بهترین محصول رو به مشتری بدهند
- کیفیت نباید کاسنه شود
زمان و سیکل تولید نیز می بایست کم شود -
3) Market
· Identifying and targeting the right customer
· Processing the demand as early as possible
· Customization of the products for the market
3.بازار
- شناسایی و هدف گذاری بهترین مشتریان
- رسیدگی به تقاضا ها در اسرع وقت
- محصولات رو به صورت خاص و سفارشی اماده کردن
4) Deliver
· Deliver to the target customer
· Reduce delivery time
· Value for money products
4.تحویل و ارائه
- ارائه محصول به مشتری مد نظر
- کم کردن زمان تحویل
- اولویت را به محصولات نقد دادن
Thus by these 4 steps, A value added product is delivered.
As you early notice costumers are basically a form of subtracts of Marketing which is made by four dimensions showed in diagram No1
Further more ; there are tones of different definition of CO (costumer orientation ) which I gathered 5 of them to present to you .
Definitions :
1.A group of actions taken by a business to support its sales and service staff in considering client needs and satisfaction their major priorities. Business strategies that tend to reflect a customer orientation might include: developing a quality product appreciate by consumers; responding promptly and respectfully to consumer complaints and queries; and dealing sensitively with community issues.( business dictionary )
2. Customer orientation is a business strategy in the lean business model that requires management and employees to focus on the changing wants and needs of its customers. In other words, it’s a company-wide philosophy that the customer’s wants and needs are the first priority of all management and employees.(accounting dictionary)
3. Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relations. A customer is defined as any person inside or outside the organization with whom you have a service relationship. It includes supervisors and other employees.(careweb )
4. Customer-oriented selling can be viewed as the practice of the marketing concept at the level of the individual salesperson and customer. The marketing concept, a cornerstone of marketing thought for the last 30 years, calls for an integrated, companywide approach in which all of the firm's activities are directed toward providing customer satisfaction and establishing mutually beneficial, long-term relationships with its market (Kotler 1980). Kurtz, Dodge, and Klompmaker (1976) have explicitly related the marketing concept to the behavior of salespeople (The SOCO Scale: A Measure of the Customer Orientation of Salespeople Author(s): Robert Saxe and Barton A. Weitz)
5.A customer oriented organization places customer satisfaction at the core of each of its business decisions. All its actions and decisions at every business keeps in mind the needs of the consumer.
Some of the business decisions include prompt response to customer needs and problems, focus on quality and performance etc. The objective is to retain the existing customers as much as possible as the cost of retention is much lower than cost of customer acquisition.
Customer oriented marketing is one of the key focus areas of the “marketing concept”.
A typical process would be:
§ 6. A customer-oriented organization places customer satisfaction at the core of each of its business decisions. Customer orientation is defined as an approach to sales and customer-relations in which staff focus on helping customers to meet their long-term needs and wants. Here, management and employees align their individual and team objectives around satisfying and retaining customers. This contrasts, in part, with a sales orientation, which is a strategic approach where the needs and wants of the firm or salesperson are valued over the customer. "Journal of Business Research"; Firm Market Oreintation and Salesperson Customer Orientation; Eli Jones, et al.; 2003
