Customer- the backbone of enterprise survival.docVIP

 PAGE \* MERGEFORMAT 10 Customer: the backbone of enterprise survival Lost customers Lost market Customer Satisfaction Win the market, one or two examples of In a U.S. company General Motors China organized vocational training new staff, the trainers, trainees were invited to discuss such a case: You have received a telephone customer to the query: How can I buy a Cadillac car? If you are not aware of this procedure, then you should take steps to help this customer? If you are working in the Personnel, the problem does not belong to the scope of your business, and how should you do? At the China International Institute of Business Administration at a short course on the organization, from the United Kingdom Manchester School of Management professors from various senior management of the joint venture arrangement has a title: a courier company’s staff to send the last one parcel finding that customers living in the mountains, heavy snow at this time have the next stop, the mountain path blocked. This parcel of the how to do? If you encounter such a situation, how would you handle? Different instructors emphasize two similar examples, reflecting the fierce competition, Western companies used in the latest magic: Customer satisfaction strategy. 2, customer satisfaction 90 era is the era of service to win, so that customer satisfaction is the era of the basic norms of business activities. Therefore, customer satisfaction strategy (Strategy of Customer Satisfaction), referred to as CS strategy in international marketing new strategy emerged. Its philosophy is: the entire business activities of enterprises should take customer satisfaction as a principle, from the customer’s point of view, point of view to analyze consumer demand. In the product development to customer’s requirements for the sources; product prices in the formulation to consider customer acceptance; the point of sale in order to facilitate the establishment of customer criteria; after-sales