customer orientation

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A management philosophy, and often a culture, based on the idea that the customer is central to everything the company does and that the processes of a company begin with, and are designed around, the customer. A customer orientation is not necessarily the same as a market orientation: often a market orientation begins with the producer and examines the best way, using various channels, to get products and services to the customers. A customer orientation adapts to the way that the customer wishes to deal with and interact with the producer or supplier. Some companies have detailed customer measurement systems indicating their share of total customer expenditure that they are able to address and detailed revenue and profit from each customer relationship.

Subjects: Marketing.

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