BU111 Study Guide - Midterm Guide: Voice Of The Customer, Toronto Stock Exchange, International Monetary Fund
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BU111 Full Course Notes
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Critical success factors: achieving financial performance, employee loyalty, keeping your customers satisfied (meeting customer needs, encouraging innovation and creativity, having a distinct competitive advantage, originality, people want the buy your good (demand, low costs, large variety, producing quality products and services, not necessarily high end products however they have to deliver the same expected quality repeatedly (ie. dollarama will repeatedly deliver cheap goods) Connection to other factors: need this to pay flow, important for survival & growth, satisfying customers, unhappy customers tell many others, providing expected level of quality to customers, reliably and consistently, creates repeat purchases / leads to loyal customers, exceed customer expectations employees, to invest in. Fin"l performance: customers bring in the revenue that you need for profit, with quality products you meet customer needs and in turn financial performance, keeps customers drawn in (meeting needs in advance, if you are stagnant, risk losing customers to competition.
