Customer Focus Essay Samples

Organizations fail to focus on customers due to two main reasons. One of the major reasons is the failure to analyze the needs of the customers. Another reason is the poor internal and external environmental assessment that provides inadequate information. Both the two reasons affect the organization’s ability to make decisions and to forecast current and future demands of customers that results in poor customer focus. Thus, as a result, the organizations and individuals are unable to provide customers with the required product or services.
The internal customer service refers to serving many departments and its processes that provides deliverables (product) or services to the external customers. However, it is important that the quality of both external and internal customer services is of the highest standards. Serving internal customer is different from serving external customer. External customer services are aimed at serving individuals and organizations that purchase services or products; whereas internal customer services are aimed to execute and perform the organization’s operational processes and mission. Another key difference is that the internal customer services help to increase productivity of the organization; whereas the external customer services help to increase loyalty (Gaebler 2013). However, the main similarity in serving both internal customers and external customers is increasing their satisfaction level that positively contributes to the organization without which it cannot operate successfully. From my personal experience, customer focus strategies are aimed to provide something valuable to the internal and external customers as they are an important part of the organization. Similarly, to me, putting customers (internal and external) central to every decision and planning helps to achieve targets and generates positive outcomes both internally and externally. Thus, it can be said that both internal and external customers must be treated and valued equally.

References

Gaebler 2013. For Entrepreneurs: Internal Customer Service. Available at http://www.gaebler.com/Whats-Different-About-Internal-Customer-Service.htm