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Client-oriented approach: internal view

Author

Listed:
  • Latyshova, Ludmila

    (Russian Presidential Academy of National Economy and Public Administration)

  • Syaglova, Yulia

    (Russian Presidential Academy of National Economy and Public Administration)

Abstract

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, for example, customer satisfaction and loyalty index; and internal, which are based on the performance of employees’ engagement. 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.

Suggested Citation

  • Latyshova, Ludmila & Syaglova, Yulia, 2015. "Client-oriented approach: internal view," Working Papers sy1, Russian Presidential Academy of National Economy and Public Administration.
    • Handle: RePEc:rnp:wpaper:sy1
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    More about this item

    Keywords

    customer-oriented approach; customer-centric company; customer focus; internal business processes; metrics of the customer - driven company; the employee engagement;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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