Customer focus ‐ a commercial imperative

Abstract

Argues that, underpinning the competitive features in today’s business world ‐ products, quality, price, service, customer base and market access ‐ are four key elements: culture, processes, systems and organization. Discusses each of these elements and advises that to achieve a truly personalized customer focus throughout the whole organization, companies must be prepared to make drastic changes to some or all of these factors.

Citation

Cox, G. (1997), "Customer focus ‐ a commercial imperative", Managing Service Quality: An International Journal, Vol. 7 No. 1, pp. 27-30. https://doi.org/10.1108/09604529710158265