The customer-oriented approach: the concept and key indicators of the customer driven company
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.
customer-oriented approach, customer-centric company, customer focus, business processes, the key indicators of the customer driven company, the employee