BU111 Lecture Notes - Lecture 1: Voice Of The Customer
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BU111 Full Course Notes
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Document Summary
Hit the target with strategy, followed and supported by by the mission and vision. The shaft (supporting power) to the strategy, mission and vision is the internal organization. Company"s will position themselves around the obstacles they face, or wait, until they can find a better way to overcome the obstacles. Sustainable profit (if all you do is make decisions today, you"re going to get caught), growth, improvement, compared to other competitors, return on investment (percentage of return). Giving the customers what they"re looking for, what they want. The way to meet customer needs: understand the customers. It"s not just enough to know what they want today, but to anticipate their moves tomorrow. Company"s create customer needs instead of waiting for them to demand it. Meet customer needs because it makes them loyal, it also increases your revenue, and reduces the cost trying to win over the customers: building quality products and services.
