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Dont Forget.
A RISING TIDE LIFTS ALL BOATSorIN A TORNADO, EVEN A TURKEY CAN FLY
WHAT HAPPENS WHEN THE WIND STOPS BLOWING OR THE TIDE STOPS RISING?
Customer Orientation?
It is not about Buying CRM Software that tracks purchases. It is not about designing sophisticated new products/Services like Walkman / iPod / Online trading Or even about processes that allow a car to be built with customerrequested features.
?
How can I become Market Oriented? Rocket Science : Probably NO Prescription: Probably YES
Customer Orientation?
It is about an Attitude that gets deep inside a company into what it is, what it does, and what it prides itself on.
The Customer Intimate firms are constantly thinking about better, quicker, easier ways of doing things that customer need.
Three Characteristics
Information on all important buying influences permeates every corporate function. Strategic and tactical decisions are made inter-functionally and inter-divisionally. Divisions and functions make wellcoordinated decisions and execute them with a sense of commitment. BUT WHAT DOES THIS MEAN.?
Easy to contact? Fast to provide information? Easy to order from? Make reasonable promises?
Are we responsive?
Do we listen? Do we follow up? Do we ask why not, not why? Do we treat customers as individual companies and individual people?
Do we work together?
Share blame? Share information? Make joint decisions? Provide satisfaction?
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Functional
Economic
Product Value
Monetary Cost
FOLLOW
INTERACT
ISOLATE
SHAPE
Questions???