| Abstract [eng] |
Corporate approach to the client changes the economic downturn, when there is no significant difference between identical goods sellers, the company in order to attract a buyer have to spend a considerable amount of money. The user does not pay much attention to the small difference in price of goods - the customer is looking for items / services that meet their needs. Such finding no looking further, hoping to meet their expectations. So the real estate companies are customers, so the organization in order to survive in a competitive market, should focus on non-sales management methods, and customer satisfaction. The aim - to investigate the orientation of the importance of the client company, and make proposals to the customer orientation increases. Work to achieve the objective set the bar following tasks: to reveal the relevance of orientation to the client; develop a customer-oriented model of assessment; perform empirical study X company; the conclusions and recommendations of the X Company to increase the focus on customer services. The main results of the work: a survey conducted by analyzing the company by focusing on the customer do not cover all the possible ways to get closer to the customer and to meet the needs of securing his loyalty. Analyzed company is not strictly defined company vision, mission, goals and values. After all, it is the foundation of each institution consists of long-term objectives and customer orientation must be developed towards them. Orientation to customer satisfaction through customer identification and loyalty increase carried out in different ways, depending on the head - the lack of certainty and specific business goals, resulting in organizational values, mission and vision of uncertainty. According to the heads of customer orientation through employees carried out, but it only covers employees promotion of cooperation in order to better understand customer goals and expectations, although the employees surveyed said employees do not feel encouraged to develop a relationship with the customer and take into account their needs. Employees also do not feel, do not see a clearly defined orientation to the client forms analyzed company. In addition, this company employed are not sure whether the establishment of relations with customers and customer retention is one of the priorities of the analyzed company. It was found that the analysis of company employees to gather and evaluate information about potential customers and on the basis of the data by preparing individual proposals, however, we do not have with existing customers, and also does not perform customer satisfaction surveys. Also, the company has invested in the technology, which would help to have timely information about customers and to manage it. Recommendations: to create a customer-oriented culture; to customer feedback, evaluate employee performance based on customer-oriented behavior; awaken awareness and communication; the importance of customer it is important to remember before everything else; promote teamwork; create employee reward system; develop methods of cooperation, which includes internal divisions, as well as external partners, to solve customer problems; increase customer loyalty; invest in technology that would help to have timely information about customers and to manage it. |
