If and when you are part of an organization – especially a large organization that does a lot of business – it would be smart to keep the customers happy.
Most people think that keeping the customers happy means that the cashiers or receptionists should smile for the customers and promise to do whatever it takes, even if they don’t plan to do so.
For an organization to truly be customer driven it should be well organized and based upon what the customers want and need regarding everything from production to delivery and beyond.
One of the most important issues in a customer driven organization is how the operates from the inside out. If the organization is not operating smoothly from the inside, it will quite often not be operating well when it gets to the customer.
This does not mean that the product will not be adequately made. It simply means that if the departments – including the employees and managers, and everyone else – is not working together – eventually the ripple effect will ripple far enough to get to the customer.
For example, if the order department is not communicating with the shipping department, most likely the customer will end up with a late delivery. However, if the order department takes the order, processes it and sends it to the shipping department and ships it out in an timely fashion, the customer will receive their package and/or product when promised and expected.
By making certain that everyone is working as a team on the inside of the customer driven company and using a well organized customer supply chain – meaning that every employee in the organization knows how the organization works; one department connects to the next and communicates in such a way that the other departments know what is happening in the departments connected to them and beyond.
A customer driven organization is just what it sounds like. It is an organization that finds out what the customer wants – within reason – and weaves those wants into the fabric of the company, especially when creating the customer supply chain. This means that if every department has an understanding of the customer’s needs, wants and expectations.
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