engleski

Prioritization of Critical Factors in Delivering Value to Customers

The importance of customer focus is generally stated as essential for current and future business success. However, only a minority of companies have developed a coherent customer satisfaction process which is linked to strategies and operating action plans. The issues of customer satisfaction and customer retention are growing in importance due to increased competition and more demanding customer requirements. Monitoring and measurement systems for prioritizing critical factors in delivering value are needed in order to improve and manage customer satisfaction. this paper is a reminder of the challenges and opportunities of re-focusing on customer satisfaction as a neglected part of business practice in reality. Certain pre-testing and adjustments of the methodology presented should be expected when applied to the food industry.

Customer satisfaction ; Expectations ; Perceptions ; Customer Relationship Management ; Food Industry

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