Customer Orientation of Romanian Companies - Major Trend in the Knowledge Economy

Constantin Draghici ()
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Constantin Draghici: Ph.D. Profesor, University of Piteşti, Faculty of Economic Sciences, Department Mangement and Business Administration

Jurnalul de Studii Juridice, 2012, vol. 1-2, issue 3, 359-372

Abstract: The opened and honest orientation to solve customer problems is the key to unlocking success door. In business there are only two ways to create and sustain long-term superior performance: an exceptional customer care and constant innovation. Customer orientation means that all that makes a manager must be based on the care of fulfilling its requirements, whether a customer is very profitable or less profitable, whether is a public sector or a nonprofit organization. This should mean that everything that is done at the strategic level - setting priorities, making decisions, planning various types of management projects - to be focused on the continuous changing needs of customers. Impeccable customer service must be the reason why firms exist, leading to customer loyalty, which generates high profitability. The real „capital” of the firms’ performance is the sum of knowledge and experience gained after the relationship with the customer, which will determine future market value.

Keywords: customer relationship management; success; competition; knowledge economy. (search for similar items in EconPapers)
JEL-codes: A23 (search for similar items in EconPapers)
Date: 2012
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