Client-oriented approach: internal view

Ludmila Latyshova () and Yuliya Syaglova
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Ludmila Latyshova: Russian Presidential Academy of National Economy and Public Administration

Working Papers from Russian Presidential Academy of National Economy and Public Administration

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, for example, customer satisfaction and loyalty index; and internal, which are based on the performance of employees’ engagement. 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; internal business processes; metrics of the customer - driven company; the employee engagement (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Pages: 5 pages
Date: 2015
New Economics Papers: this item is included in nep-cse and nep-mkt
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