The Customer €“ The Key To Succed For Every Economic Entity

The traditional synthetic financial indicators of the performance, as well as the return on assets, the return of equity, the traditionally non-financial indicators used, and the utilization rate of production capacity, the rate of labor productivity or scrap rate, allow the entity to ensure if the available capitals have been used, directly or indirectly, and if their use enabled the entity to create value for the shareholders. These indicators do not take into account the changes in satisfaction or the customers’ demand, the entity’s ability for innovation in order to meet the customers’ expectations, the entity’s ability to adapt its production and marketing processes to rapidly take account of any change in the environment. In the current competitive environment, the entity must hold its management so that the customer’s satisfaction should represent the culture of the entity. In this context, it is necessary to choose those methods of management oriented towards the customer’s satisfaction. This study proposes a brief overview of these methods.